Customer Collections Agent

Customer Collections Agent Leamington Spa – Hybrid (after training) £25,000 – £28,000 + Benefits Are you experienced in early-stage collections, or do you come from an outbound customer service or contact centre background and feel confident handling conversations about overdue accounts? This role sits within an early-stage collections team, managing customer accounts that have gone 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 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 * Conduct financial conversations to assess affordability and agree next steps * 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: * Experience in collections, arrears management, or a high-volume outbound customer service or contact centre role * 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