At a Glance
- Tasks: Engage with customers to provide financial guidance and solutions.
- Company: Join a supportive team at a leading financial services provider.
- Benefits: Enjoy a competitive salary, no evenings or weekends, and extensive training.
- Other info: Inclusive workplace with endless career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in collections or call centres is essential.
The predicted salary is between 25155 - 25155 £ per year.
We’re looking for Collections Advisors to join our team on a Permanent role at Portway House, 1 The Pavilions, Preston, PR2 2YD!
As a Collections Advisor, you will be engaging with our client’s customers who may find themselves in financial difficulty and require information and guidance in order to meet their finance commitments. You will need to take ownership to understand the customers' financial situation, providing options and solutions to always ensure fair outcomes.
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 customer’s 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.
- Respond to customer emails and provide accurate financial calculations.
- Embrace learning, coaching and development to continuously improve your skills and capability.
What We’re Looking For:
- Experience in collections and/or a call centre within financial services environment is essential to be considered.
- Understanding of OFCOM & FCA regulatory requirements is essential.
- Excellent interpersonal and organisational skills.
- Analytical, investigatory and problem‑solving skills.
- Highly effective verbal and written communication skills, including a high standard of vocabulary & grammar.
- Ability to demonstrate empathy and ownership of the customer and their financial position.
- Confidence and comfort speaking and asking questions on the telephone to gain a full understanding of our customers’ circumstances.
- Capacity to make decisions considering the risk to the client and impact to the customer using guidance or advice where required.
- Show 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. These will be 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?
- More experienced advisors will support the team leader by mentoring and supporting team members to improve customer satisfaction and efficiency metrics within the business area.
- 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 on everything from retail, to 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... the list goes on...
What Will Happen Next:
- Choose apply now to fill out our short application
- Your application will be reviewed by our global recruitment team – please consider the minimum requirement to avoid disappointment!
- If selected you will be invited to attend a video interview with a member of the recruitment team
Equal opportunities:
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. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you.
Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work.
For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
Location: Preston, United Kingdom
Time Type: Full time
Contract Type: Permanent
Collections Advisor — No Evenings/Weekends (Permanent) employer: Capita
At Capita, we pride ourselves on being an excellent employer, offering a supportive work culture that prioritises employee growth and well-being. As a Collections Advisor based in Preston, you will benefit from a permanent role with no evening or weekend shifts, comprehensive training, and a range of perks including private medical insurance and generous leave policies. Join us to make a meaningful impact while enjoying a balanced work-life environment and opportunities for career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Collections Advisor — No Evenings/Weekends (Permanent)
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent news. This will help you tailor your answers and show that you're genuinely interested in being a Collections Advisor with them.
✨Tip Number 2
Practice your communication skills! As a Collections Advisor, you'll need to handle tough conversations with empathy. Role-play with a friend or family member to get comfortable discussing financial situations and providing solutions.
✨Tip Number 3
Prepare some questions to ask during your interview. This shows you're engaged and eager to learn more about the role and the team. Think about what you want to know regarding their approach to customer service and support.
✨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 ready to take the next step in your career!
We think you need these skills to ace Collections Advisor — No Evenings/Weekends (Permanent)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in collections and financial services. We want to see how your skills match what we're looking for, so don’t hold back on showcasing your relevant experience!
Show Off Your Communication Skills:Since you'll be dealing with customers, it's crucial to demonstrate your excellent verbal and written communication skills. Use clear language and proper grammar in your application to reflect the high standards we expect.
Emphasise Empathy and Problem-Solving:In your application, share examples of how you've handled difficult conversations or resolved customer issues in the past. We value candidates who can show empathy and take ownership of customer situations.
Apply Through Our Website:Don’t forget to apply through our website! It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen to join our team at StudySmarter!
How to prepare for a job interview at Capita
✨Know Your Stuff
Before the interview, brush up on your knowledge of OFCOM and FCA regulatory requirements. Being able to discuss these confidently will show that you understand the industry and are prepared for the role.
✨Empathy is Key
As a Collections Advisor, you'll need to demonstrate empathy during difficult conversations. Prepare examples from your past experiences where you've successfully handled sensitive situations, showing your ability to connect with customers.
✨Practice Makes Perfect
Rehearse common interview questions related to collections and customer service. Think about how you would explain financial options to a customer in distress, as this will be crucial in your role.
✨Show Your Organisational Skills
Be ready to discuss how you manage your time and keep track of customer information. Mention any systems or tools you've used in the past to ensure accuracy and compliance, as this will highlight your attention to detail.
