Collections Advisor

Flint Bishop are a leading legal services provider based in Derby with an award winning and nationally recognised debt recovery business. We work for some of the UK leading brands and many recognised household names that provide services and goods to UK businesses nationwide. The Collections Advisor role is responsible for engaging with third party businesses and consumers on behalf of our clients to ensure that any unpaid or overdue accounts are resolved in a timely manner. This role is involves handling high volumes of inbound and outbound calls through a dialler system, dealing with debtors on behalf our clients and looking to resolve issues and make recoveries in a timely manner. You must be a good communicator and able to negotiate, whilst working with business owners and consumers on resolving overdue payments in line with client SLAs and quality metrics. We have a dedicated learning and development trainer for the department who will provide full training at the beginning and throughout your employment, supporting you with training and guidance on resolving complex and challenging caseloads. Full time contracts are available at 36.25 hours Part time contracts are available at minimum 25 hours The role is based at our offices at Pride Park in Derby Hours of Work Mon-Fri 09.00 – 17.15 (flexibility may be needed depending on client workloads) Car parking is provided by the firm at the Derby arena and the cost for this is covered by the firm. Information regarding this can be provided upon request. Key Responsibilities * Deliver outstanding customer service, with a focus on resolving business and consumer customer queries and disputes regarding their overdue accounts; taking ownership of customers to prevent repeat contact. * Be flexible to meet customer demand through a variety of contact channels such as Voice, Webchat, and Email, both inbound and outbound * Contribute to deliver objectives and be flexible to agreed business targets (including cash collection, customer satisfaction, complaints, quality, and compliance). * Identify and understand customer needs to provide a consistently high-quality service. * Investigate, resolve, and process customer enquiries to deliver customer value at first point of contact * Effectively diagnose, investigate, and resolve customer disputes to ensure delivery of an efficient and effective service to the customer; work with specialist litigation teams to ensure they are handled and resolved in a timely manner * Negotiating repayment plans when necessary * Understand and adhere to the company and department standards, policies. * Ability to work as part of a team, sharing best practice, knowledge, resource, and ideas * Adhere to the Competence and Training procedures to promote a culture where customers are treated fairly and are properly informed * Operate customer related information systems to the required standard to maintain accurate and secure records. * A genuine passion for delivering Service Excellence, understanding what makes a great customer journey & tailoring your style appropriately * Experience in a customer facing role and target driven environment as well as excellent organisational and time-management skills * Demonstrate experience in identifying opportunities for improvement Computer literate to operate customer related information systems Skills, Knowledge and Expertise You will: * Have excellent telephone handling skills and be a strong communicator. * Preferably have previous experience in cash collection/debt recovery. * Be able to work in a fast-paced and challenging environment. * Be focused on resolutions and positive outcomes. * Have excellent time management skills and the ability to work to tight deadlines with your caseloads. * Be enthusiastic and work hard to develop with the team and the business. * Be committed but patient with the journey, career progression opportunities are available and our business is growing, but you must show that you can master the collections advisor role and fully understand it to open up conversations about promotion or progression – we will work with you on your development. Disclosure will be required in the event that a position is offered. Financial checks will be required in the event that a position is offered. Benefits What we offer? Competitive salary Bonus potential Great working environment at our Derby offices Car parking is provided by the firm Career development opportunities 25 days holiday plus bank holidays Options to buy & sell 1 week’s holiday 1 week’s holiday carry over Extra day off for your birthday Staff card discount scheme for local shops Social days and evenings on the firm Staff discounts on legal service About Flint Bishop Flint Bishop is a multi-award-winning, top 200 UK law firm. We have been providing legal services to businesses and individuals for over a century. Recognised as a ‘leading firm’ by both Chambers & Partners and The Legal 500, the outstanding quality of our staff and service levels is underlined by our ISO quality assurance accreditations, industry awards and peer ranking. We have over 200 solicitors and legal experts who use their technical skills and expertise for one mission: to provide clients with clear advice that helps them to achieve their goals as effectively as possible