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- Tasks: Join our team as a Collections Officer, handling customer calls and negotiating payment arrangements.
- Company: Bristow & Sutor Group has over 40 years of experience in debt recovery, supporting local authorities and transport services.
- Benefits: Enjoy a casual dress code, company pension, birthday holiday allowance, and hybrid working options.
- Why this job: Be part of a supportive team with unlimited earning potential and ongoing training to help you succeed.
- Qualifications: Customer service experience preferred; strong communication skills and a positive attitude are essential.
- Other info: A DBS and CCJ/IVA check will be required before employment.
The predicted salary is between 19300 - 20000 £ per year.
About Bristow & Sutor Group
As a leader in the debt recovery enforcement sector, the Bristow and Sutor Group of companies have been operating for over 40 years supporting hundreds of local authorities, Transport for London and National Highways. You will be joining Bristow & Sutor during an exciting time to become part of a team that contributes to achieving our visions for the future. We have made our company a place where we look after our people, making sure you're happy in your work and given everything you need to succeed. We've created friendly, welcoming workplaces where everyone is working towards the same cause, providing the best possible services for our local authorities, Transport for London and National Highways.
With offices based in Redditch, close to both the M40/M42 motorway network, we are easily accessible from Birmingham, Worcestershire, and Warwickshire.
Due to expansion, we are looking to recruit Telephone Collection Officers to join our contact centre team. If you are a strong communicator, self-driven and motivated, engaging, and influential; we can offer you a unique career with unlimited earning potential. Based at our modern and easily accessible offices, you’ll be joining a fast-paced customer-focused team that answers telephone calls relating to Council Tax arrears and Penalty Charge Notices on behalf of local authority clients throughout England and Wales, Transport for London and National Highways.
Our Company Values
- We are all accountable – we act in a responsible manner and take ownership of our decisions and actions.
- We are transparent – we are open and transparent in everything we do in relation to customers, colleagues, members of the public and stakeholders.
- We are respectful – we show respect and understanding to all people and cultures, and always act in a firm but considerate way, appropriate to individual circumstances.
- We always behave with integrity – our staff are honest, trustworthy, and behave according to the highest ethical and professional standards.
Job Details
- Pay: £22,308 - £23,999 (depending on experience) + Commission. OTE £28-£32k
- Job Type: Full-time 37.5 hours, Permanent
- Location: Redditch
Benefits
- Welcoming working environment
- Casual dress
- Company pension
- Colleague discount scheme
- Christmas Savings Scheme
- Free on-site parking
- Employee Assistance Programme
- Birthday holiday allowance
- Attractive bonus, incentives and performance rewards
- Death in service benefit
- Hybrid working (subject to reaching required standards)
About the role
This is a full-time & permanent position, based in our Redditch office. Working 37.5 hours per week to cover business opening hours. This role requires you to remain professional, polite and understanding towards customers; some customers may be more challenging than others, but you will be fully trained before we ask you to make your first phone call. You will receive ongoing support and training within the role to enable you to continue to grow and succeed.
A day in the life:
- Answering calls from customers that owe money to our local authority clients, Transport for London or National Highways, or third parties acting on their behalf.
- Occasional outbound calls to those who have failed to make payment/contact.
- Occasionally negotiating with customers on live chats.
- Taking payments.
- Completing basic affordability checks and income and expenditures forms.
- Negotiating payment arrangements where a customer cannot pay in full.
- Identify vulnerable customers.
- Sign-post customers with financial difficulties to non-profit debt advice agencies.
- Deal with customer queries and handle disputes.
- Update accounts and ensure all notes are correct on our systems.
Previous experience in a fast-paced office environment, contact centre or similar role would be an advantage, but not essential. Our training team will provide a bespoke training programme to ensure you have the skill sets and knowledge you require to be successful.
To be successful in the role you would need to demonstrate:
- Customer service or contact centre experience (2 years preferred).
- Excellent communication skills – able to interact effectively at all levels.
- A positive attitude and strong work ethic.
- Confident, professional phone manner.
- Able to work in a fast-paced environment with the ability to provide information quickly and clearly.
- Confident in dealing with customers over the telephone – often in difficult circumstances.
- Friendly and empathetic, with good active listening skills.
- Ability to problem solve and provide customers with options in line with our client and company guidelines.
- Confident negotiator to achieve the shortest arrangements to fulfil client requirement.
- Previous practical office administration experience.
- Attention to detail.
- Being comfortable in using a variety of technologies and software systems.
You will work to procedures and policies designed for the team. It’s great to know that you are interested in working with us at Bristow & Sutor. As a prospective employee, it is important that everyone who works for us is committed to our values. We are all accountable, we are transparent, we are respectful & we always behave with integrity.
The successful applicant would be required to undertake a DBS and CCJ/IVA check before an offer of employment is made. Bristow and Sutor Group is an equal opportunities employer. It promotes a culture where diversity is valued, respected and built upon, attracts and retains a workforce based on merit and ability and is reflective of the communities it is part of.
Previous Applicants kindly need not apply.
Collections Officer employer: Bristow & Sutor
Contact Detail:
Bristow & Sutor Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Officer
✨Tip Number 1
Familiarise yourself with the debt recovery sector and the specific services offered by Bristow & Sutor. Understanding their operations and values will help you align your conversation during interviews with what they prioritise.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Role-playing scenarios with friends or family can help you feel more confident when discussing sensitive topics with potential customers.
✨Tip Number 3
Research common challenges faced by customers in debt situations. Being knowledgeable about these issues will allow you to demonstrate empathy and understanding during your interactions, which is crucial for a Collections Officer.
✨Tip Number 4
Network with current or former employees of Bristow & Sutor on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Collections Officer
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Collections Officer. Familiarise yourself with the job description and think about how your skills and experiences align with the requirements.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service or contact centre roles. Emphasise your communication skills, problem-solving abilities, and any experience dealing with challenging situations.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your enthusiasm for the role and the company. Mention specific examples from your past experiences that demonstrate your ability to meet the job's demands and align with the company's values.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Bristow & Sutor
✨Understand the Company Values
Before your interview, take some time to familiarise yourself with Bristow & Sutor's core values: accountability, transparency, respect, and integrity. Be prepared to discuss how you embody these values in your previous roles, as this will show that you align with the company's culture.
✨Demonstrate Strong Communication Skills
As a Collections Officer, excellent communication is key. During the interview, practice clear and concise responses. You might even want to prepare examples of how you've effectively communicated in challenging situations, showcasing your ability to remain professional and empathetic.
✨Showcase Problem-Solving Abilities
Be ready to discuss specific instances where you've successfully resolved customer issues or negotiated solutions. This role requires a confident negotiator, so highlight your experience in problem-solving and providing options that meet both customer needs and company guidelines.
✨Prepare for Role-Specific Scenarios
Think about potential scenarios you might face as a Telephone Collection Officer, such as dealing with difficult customers or negotiating payment arrangements. Prepare your thoughts on how you would handle these situations, as this will demonstrate your readiness for the role and your proactive approach.
