Collections Agent - no evenings/weekends!

We’re looking for Collections Advisors to join our team on a permanent role at Portway House, 1 The Pavilions, Preston, PR2 2YD.

What you’ll be doing:

• Providing a first point of contact service resolution for the customer, educating customers on the alternative options available for the service being supported.
• Ensuring regulatory compliance in the case of collections activity, determining reason for customer payment delinquency and obtaining payment commitment.
• Using online systems to accurately document customer account information, adhering to data privacy legislation.
• Understanding the customers financial situation, providing options and solutions, ensuring fair outcomes, including for our vulnerable customers.
• Build rapport, empathise, and have meaningful conversations with our customers to deliver excellent customer service.
• Handle customer telephone calls (both inbound and outbound) and interactions in an efficient, effective, and professional manner.
• Responding to customers emails and providing accurate financial calculations.
• Embrace learning, coaching and development to continuously improve your skills and capability.
• Making a difference.

What We’re Looking For:

• Experience in collections and/or a call centre within financial services environment is essential.
• Understanding of OFCOM & FCA regulatory requirements.
• Excellent interpersonal and organisational skills.
• Analytical, investigatory and problem‑solving skills.
• Highly effective verbal and written communication skills, including a high standard of vocabulary and grammar.
• Ability to demonstrate empathy and ownership of customer and their financial position.
• Confident and comfortable speaking and asking questions on the telephone to gain a full understanding of our customers’ circumstances.
• Be able to make decisions considering the risk to the client and impact to the customer using guidance or advice where required.
• Show the correct empathy and understanding with our customers – there will be difficult conversations you need to take ownership of.
• Navigating around our systems and ensuring all details entered are accurate.
• Good literacy and numeracy skills, required for email correspondence and calculating finances.
• Ensuring all regulatory requirements are adhered to through training and compliance.
• A positive attitude towards change and a desire to grow to be the best you can be.

What’s in it for you:

• Salary of £25,155.
• Permanent role.
• World‑class training and endless career opportunities, supported by our market‑leading brands.
• Monday – Friday working between the hours of 8am – 6pm – no evenings or weekends.
• 22 days annual leave.
• A wide range of discounts: retail, health & wellbeing, travel and technology.
• Access to Private Medical Insurance & Health Assessment plans.
• Pension schemes, life assurance, 15 weeks fully paid maternity, adoption and shared parental leave, paternity pay of two weeks, and more.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone.