At a Glance
- Tasks: Chase outstanding payments and keep cases moving until resolved.
- Company: Join a dedicated team at AskRose, helping UK pensioners.
- Benefits: Competitive salary, supportive environment, and career growth opportunities.
- Other info: Dynamic role with a focus on teamwork and customer care.
- Why this job: Make a real difference by helping pensioners secure their rightful payments.
- Qualifications: Experience in collections or customer service with strong communication skills.
The predicted salary is between 28000 - 32000 £ per year.
AskRose is a HMRC-registered tax agent which works tirelessly to help the UK State Pensioners check if they could potentially be due an increase to their State Pension payments after years of underpayments due to missing information on their National Insurance records and HRP credits. As we continue to support those affected, we’re also looking to expand our own team to meet this incredible demand for help and guidance: we’re looking for a Payments Collection Officer to join our growing in-house team based in Altrincham, Manchester.
As part of the Credit Control team, your job will focus on converting won claims into collected cash, keeping every case moving until it’s either paid, disputed or escalated.
Key Responsibilities- Call government departments to chase the status of outstanding payments to our customers
- Track expected payment dates, log responses, and feed updates into the CRM
- Escalate stalled or rejected payments to the Credit Control Manager
- Contact customers across the full collections journey: outbound calls, structured email cycles, SMS, and letters
- Confirm receipt of payment from the relevant government body and arrange settlement of our fee
- Negotiate sensible repayment plans where appropriate, within Credit Control Manager guidelines
- Handle inbound calls, emails, and post from customers regarding payment, fee queries or disputes
- Own a portfolio of cases end-to-end, keeping every case progressing with no case left dormant
- Maintain accurate, audit-grade notes in the CRM on every interaction
- Refer disputes, complaints, and complex cases (deceased estates, deputyships, vulnerable customers) to the Credit Control Manager promptly
- Follow the vulnerability framework on every call: spot signs, adapt approach, escalated where needed
- Stay within Consumer Duty principles and the agreed Terms of Engagement at all times
- Keep call recordings and written correspondence to standard
To succeed in this role, you will ideally have experience in one of the following fields:
- Credit controller or collections agent at a claims firm, legal services business, lender, utility, telecoms company, or DCA
- Customer service or contact centre agent who has handled payment-related calls in a regulated environment
- Anyone with strong outbound calling experience and a track record of converting conversations into cash
- 2+ years’ experience in collections, credit control, or payment-focused customer contact
- Confident, professional telephone manner
- Comfortable making 60+ outbound calls a day
- Strong written communication for email, SMS, and letter chase
- Strong written, verbal and numerical skills
- Comfortable working and logging information in a CRM
- Experience dealing with elderly or vulnerable customers
- Experience speaking to government departments or large institutions on customer matters
- Familiarity with Consumer Duty or FCA-style compliance frameworks
Salary: £28,000 – £32,000 per annum (dependent on experience)
Payments Collection Officer employer: AskRose Ltd
AskRose Ltd is an exceptional employer located in Greater Manchester, offering a dynamic work culture that prioritises employee growth and development. With a competitive salary and a supportive team environment, employees are encouraged to enhance their skills in collections while enjoying the benefits of a collaborative atmosphere that values innovation and success.
StudySmarter Expert Advice🤫
We think this is how you could land Payments Collection Officer
✨Tip Number 1
Get to know the company inside out! Research AskRose and understand their mission, values, and the specifics of the Payments Collection Officer role. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Practice your phone skills! Since this role involves making a lot of outbound calls, get comfortable with your pitch. Role-play with friends or family to build confidence and refine your approach to handling different customer scenarios.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can significantly boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and genuinely interested in joining our team at AskRose.
We think you need these skills to ace Payments Collection Officer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Payments Collection Officer role. Highlight any relevant experience in credit control or collections, and don’t forget to mention your strong communication skills. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about helping customers with their payments and how your background makes you a perfect fit for AskRose. Keep it engaging and personal – we love to see your personality come through!
Showcase Your Achievements:When detailing your experience, focus on specific achievements. Did you successfully convert a high percentage of calls into cash? Share those numbers! We’re all about results, so let us know how you’ve made an impact in your previous roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen to join our team at AskRose!
How to prepare for a job interview at AskRose Ltd
✨Know Your Stuff
Before the interview, make sure you understand the role of a Payments Collection Officer. Familiarise yourself with the responsibilities like chasing payments and handling customer queries. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Your Calls
Since this role involves making a lot of outbound calls, practice your telephone manner. You could even role-play with a friend or family member to simulate real scenarios. This will help you feel more comfortable and sound professional during the actual interview.
✨Showcase Your Experience
Be ready to discuss your previous experience in collections or customer service. Highlight specific examples where you've successfully converted conversations into cash or handled difficult situations. This will demonstrate your capability and fit for the role.
✨Understand Vulnerability Frameworks
Since the job involves dealing with vulnerable customers, brush up on the vulnerability framework and Consumer Duty principles. Being able to discuss these topics will show that you’re not only knowledgeable but also empathetic, which is crucial for this role.
