Summary of Key Purpose
- Working with customers in financial difficulty to address missed payments, aiming to bring their payments up to date
- Identification of accounts where payment is unlikely, taking appropriate action to minimise potential losses, through early arrears management, debt and asset recovery to achieve high collection rates through regular proactive customer contact
- Ensure prompt query resolution to facilitate payment
- Demonstrate regulatory compliance to deliver good customer outcomes
Responsibilities
- Optimising customer facing time to chase and collect overdue/missed payments via telephone, letter and email
- Dealing with/solving queries on invoices with both internal departments and external customers
- Supporting vulnerable customers and ensuring that all customers requiring additional assistance are aware of available options
- Deliver a high level of customer service
- Complying with relevant policies and procedures that will stand up to scrutiny from Internal and external Audit
- Ability to build relationships at all levels, communicate effectively, build trust and influence stakeholders
- Working alongside outsource and supplier partners to manage overdue/missed payments, debt and vehicle recovery (as required)
- Maintain Continuous Personal Development (CPD) to stay up to date with relevant internal and external change
Skills & Experience
- Previous experience managing customers in financial difficulty/collections and or credit control
- Excellent communication skills: written, verbal, report writing and presenting
- Excellent time management, planning and organisational skills
- Self‑motivated
- Proven experience of working under pressure within a process‑driven role focused on daily KPI’s
- Evidence of sharing own experience and expertise
- Sound judgement and commercial awareness
- Strong background of delivering excellent customer service
- Competent user of Microsoft Office suite of applications e.g. Excel, Word
What We Offer
Salary range between £27,030 – £29,000 dependant on experience, Competitive pension scheme, Annual salary review and bonus scheme, Give As You Earn (GAYE) scheme, Employee referral scheme (£1,000), Retail discounts programme, GymFlex membership options, Cycle to Work scheme
Health & Wellbeing: Life Assurance, Health assessment options, Travel insurance, Critical illness cover, Personal accident insurance.
Time Off & Work‑Life Balance: 25 days’ annual leave + an additional Celebration Day, 37.5 hour week, Monday to Friday, no weekends, Holiday buy & sell scheme, Volunteer days, Time allocated for personal development, Study support (where applicable).
Workplace & On‑Site Facilities: Free parking, EV charging points, Bike storage & shower facilities, Complimentary breakfast, Staff and social events
We encourage applications from all backgrounds – we are committed to building a diverse, inclusive, enjoyable and authentic workplace.
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