Customer Collections Agent

Description:

Customer Collections Agent 
Leamington Spa – Hybrid (after training)
£25,000 – £28,000  + Benefits

Are you experienced in collections or contact centre roles and confident in handling challenging conversations about overdue debt?

This role sits within late-stage collections, managing customer accounts that are significantly overdue. You will take ownership of accounts, engage customers to understand their circumstances, and work to recover outstanding balances through payment negotiation, structured repayment plans, or appropriate next steps in line with policy and regulation.

This is a results-driven collections role, requiring resilience, professionalism, and the ability to balance firm debt recovery with fair customer treatment.

 Benefits of Collection Agent:

25 days holiday plus bank holidays

Private medical insurance, life assurance, pension up to 7.5%

Staff discounts and development opportunities

Responsibilities of a Collection Agent:

Manage and contact customers with overdue accounts in late-stage arrears

Conduct in-depth financial conversations to assess affordability and risk

Negotiate full payments, settlements, or structured repayment arrangements

Handle objections, non-engagement, and difficult conversations confidently

Work towards individual and team recovery targets

Identify vulnerability and apply appropriate support or escalation routes

Maintain accurate, compliant, and detailed account records

Requirements of Collection Agent:

Previous experience in late-stage collections, recoveries, or arrears management

Strong negotiation and influencing skills

Resilient, confident, and comfortable working with challenging customers

Target-driven with a strong understanding of fair treatment principles

Highly organised with strong attention to compliance and detail

Shift Pattern:

7-week rotation:

5 × 8:30am – 5:00pm

1 × 8:00am – 4:30pm

1 × 11:30am – 8:00pm

INDH