Location: Redditch Type: Full-time, Permanent
Monday - Friday 9-6 + one saturday every 4 weeks with a day off in the week
Salary: £26,000 + £1000 increase in years 1 & 2
We're looking for a Collections Advisor to join our fast-paced, people-first team. In this role, you'll support customers through the life of their finance agreements — from answering questions and resolving issues to helping those in financial difficulty find fair solutions.
Â
Key Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a prompt and professional manner.
- Provide clear, accurate information regarding finance agreements, products, services, and customer options.
- Resolve complaints and queries with empathy, ensuring fair outcomes for customers.
- Maintain accurate customer records, documenting all interactions according to internal procedures.
- Manage cases from start to finish, ensuring timely follow-up, progression, and resolution.
- Monitor and manage customer payment arrangements, ensuring prompt action and effective engagement.
- Conduct affordability assessments and recommend appropriate forbearance options.
- Negotiate payment plans for customers, particularly those in higher arrears.
- Review customer applications and conduct trace activity to reconnect with lost contacts.
- Coordinate vehicle returns under Voluntary Surrender or Voluntary Termination, including transport and sale.
- Manage shortfall accounts after vehicle disposal or in cases without remaining assets.
- Assess the need for field agent visits based on customer circumstances.
- Instruct repossession only after all other resolution options have been explored, ensuring compliance with legal and internal guidelines.
- Monitor vehicle status, ensuring compliance with insurance and MOT requirements.
- Liaise with internal teams and external partners, such as field agents and recovery services, to support case resolution.
- Ensure all actions comply with regulations, internal policies, and industry best practices.
- Assist in the rehabilitation of agreements, bringing accounts back into a current status where possible.
- Identify vulnerable customers and provide appropriate support, including signposting to relevant resources.
- Handle sensitive conversations with professionalism and empathy, particularly in cases involving enforcement or repossession.
- Process secure payments over the phone and assist with payment-related queries.
- Consistently deliver high-quality customer service, meeting service levels and targets.
- Adhere to compliance, data protection, and documentation standards.
Â
This role is ideal for those who thrive in a fast-paced, customer-focused environment and enjoy problem-solving while ensuring that customers receive the highest level of service.
M:Â (phone number removed)Â Â Â T:Â (phone number removed)
E:Â (url removed)
#INDLW25