Supporting customers across collections channels (chat, phone, email, and written) with empathy and understanding.
Listening actively and assessing customer situations to agree on sustainable, affordable solutions.
Tailoring your approach to support vulnerable customers with sensitivity and care.
Sharing ideas to improve our processes and adapting quickly to change.
Managing varied workloads and solving problems with confidence and creativity.
Keeping accurate records in line with company and regulatory standards.
Sharing customer feedback to help us continuously improve.
Meeting quality and compliance standards while delivering outstanding service.
Collaborating with your team to meet goals and support one another.
Staying informed on products, services, and operational updates.
Working towards individual and team KPIs and SLAs.

Experience in collections or customer service, ideally within credit cards or lending.
Understanding of financial services regulations related to collections.
Strong verbal and written communication skills.
Confidence working in a fast-paced, evolving environment.
Familiarity with call centre technologies (diallers, customer portals, etc.).
A proactive mindset
you enjoy solving problems and making things better.

Competitive salary
Pension contributions, including Salary Exchange facility
Annual bonus potential
Private medical cover provided by Vitality (Optional benefit)
25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
Your birthday off each year as an additional day's holiday
4x life insurance cover
Access to our confidential Employee assistance programme

Collections Support Agent

Key skills