Customer Collections Agent

Customer Collections Agent

Leamington Spa - Hybrid (after training)
£25,000 - £28,500 + 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.

• 25 days holiday plus bank holidays
• Private medical insurance, life assurance, pension up to 7.5%
• Staff discounts and development opportunities

• 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

• 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

• 7-week rotation:
• 5 × 8:30am - 5:00pm
• 1 × 8:00am - 4:30pm
• 1 × 11:30am - 8:00pm