At a Glance
- Tasks: Manage complex customer cases with empathy and strong negotiation skills.
- Company: Join a leading FCA-regulated finance provider focused on fair outcomes.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on compliance and customer care.
- Why this job: Make a real difference in vulnerable customers' lives while developing your career.
- Qualifications: Experience in collections and strong communication skills required.
The predicted salary is between 30000 - 35000 £ per year.
Salary - £30,000 - £35,000 depending on experience
Location - Milton Keynes (Hybrid working 3 days on site)
We are delighted to be partnering with an FCA-regulated finance provider, delivering fair, supportive and compliant customer outcomes at the heart of what they do. Meeting Consumer Duty standards and ensuring customers who display characteristics of vulnerability receive appropriate support is a key priority.
About the Role
You will take full end-to-end ownership of complex customer agreements, delivering tailored and proportionate solutions that balance customer needs with commercial considerations. Acting as an escalation point within Collections, you will use strong judgement, empathy and negotiation skills to resolve sensitive cases and drive consistently good outcomes. You will also:
- Manage a high-risk caseload involving Vulnerable and Deceased customers
- Assess individual circumstances and, where appropriate, deviate from standard process to prevent customer harm
- Act as an escalation point for complex cases and first-line complaints
- Liaise with internal stakeholders, probate partners, solicitors, repossession agents and debt collection agencies
- Provide feedback to improve processes and strengthen customer outcomes
- Ensure compliance with FCA regulation, Consumer Duty and Vulnerable Customer guidance
What We’re Looking For
- Proven experience within Collections (regulated environment preferred)
- Strong understanding of FCA requirements and vulnerable customer guidance
- Excellent communication, empathy and negotiation skills
- Ability to make balanced, commercially sound decisions within limits of authority
- High emotional intelligence, resilience and ability to manage sensitive conversations
- Motor finance experience would be advantageous.
If you’re passionate about delivering fair customer outcomes, confident handling complex cases, and ready to influence positive change in a regulated environment, we’d love to hear from you.
Collections & Recoveries Advisor in Northampton employer: Experis
As a Collections & Recoveries Advisor at our FCA-regulated finance provider in Milton Keynes, you will be part of a supportive and inclusive work culture that prioritises fair customer outcomes and compliance. With hybrid working options and a focus on employee growth, we offer tailored training and development opportunities to enhance your skills in managing complex cases, all while ensuring you have the resources to thrive in your role. Join us to make a meaningful impact in the lives of vulnerable customers and contribute to a company that values empathy and integrity.
StudySmarter Expert Advice🤫
We think this is how you could land Collections & Recoveries Advisor in Northampton
✨Tip Number 1
Network like a pro! Reach out to people in the finance sector, especially those who work in collections and recoveries. A friendly chat can lead to insider info about job openings that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising your responses to common questions in the collections field. Think about how you’d handle sensitive cases and show off your empathy and negotiation skills. We want to see you shine!
✨Tip Number 3
Don’t forget to research the company culture! Understanding their values, especially around customer care and compliance, will help you tailor your approach and demonstrate that you’re the perfect fit for their team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and eager to join our mission of delivering fair outcomes for customers.
We think you need these skills to ace Collections & Recoveries Advisor in Northampton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Collections & Recoveries Advisor role. Highlight your experience in collections, especially in regulated environments, and showcase your understanding of FCA requirements and vulnerable customer guidance.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about delivering fair customer outcomes and how your skills in empathy and negotiation make you a perfect fit for our team.
Showcase Relevant Experience:When detailing your work history, focus on your experience with complex cases, particularly those involving vulnerable or deceased customers. We want to see how you've made balanced decisions that prioritise customer needs.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better!
How to prepare for a job interview at Experis
✨Know Your FCA Regulations
Make sure you brush up on the FCA regulations and vulnerable customer guidance before your interview. Being able to discuss these topics confidently will show that you understand the importance of compliance in the role of a Collections & Recoveries Advisor.
✨Showcase Your Empathy Skills
Prepare examples from your past experiences where you've successfully handled sensitive situations with empathy and understanding. This is crucial for dealing with vulnerable customers, so be ready to demonstrate your emotional intelligence during the interview.
✨Be Ready for Complex Scenarios
Expect to be asked about how you would handle complex or high-risk cases. Think through some hypothetical scenarios and how you would approach them, balancing customer needs with commercial considerations. This will highlight your problem-solving skills.
✨Engage with Stakeholders
Familiarise yourself with the types of stakeholders you might interact with, such as solicitors and debt collection agencies. Be prepared to discuss how you would liaise with these parties effectively to ensure positive outcomes for customers.
