Customer Account Manager

Location: Stratford-upon-Avon (hybrid working available after training).

Salary: £26,000 per annum

Hours: 37.5 hours per week, Monday to Friday (between 8:00am-5:00pm)

We are currently working with a client in Stratford-upon-Avon who are looking to recruit a Customer Account Manager to join their growing team.

In this role, you will be responsible for the day-to-day management of customer accounts where arrears have arisen. You will work closely with customers to understand their circumstances, offering support by agreeing affordable and sustainable repayment solutions. A key part of this role is treating customers with empathy and respect, ensuring fair outcomes and positive customer experiences.

• Handling inbound and outbound customer calls to resolve payment arrears
• Negotiating repayment arrangements in line with customer needs and company processes
• Demonstrating empathy, professionalism, and confidence when dealing with a wide range of customers
• Making appropriate decisions based on individual customer circumstances
• Accurately updating customer account information, ensuring records are clear and professional
• Identifying and highlighting any customer vulnerabilities in line with company procedures

• Excellent interpersonal and communication skills (both verbal and written)
• Confident and professional telephone manner
• Target-driven with the ability to plan and manage your own workload
• Strong IT skills with a high level of attention to detail
• Experience in debt negotiation is desirable but not essential

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.