Collections Agent

Pay: £22,308 - £23,999 (depending on experience) + Commission. OTE £28-£32k
Job Type: Full-time 37.5 hours, Permanent
Location: Manchester

Due to expansion, my client is looking to recruit Telephone Collection Officers to join the contact centre team. If you are a strong communicator, self-driven and motivated, engaging, and influential then this could be the role for you!

Key responsibilities as a Telephone Collections agent:

• Answering calls from customers that owe money to local authority clients, Transport or third parties acting on their behalf.
• Occasional outbound calls to those who have failed to make payment / contact.
• Occasionally negotiating with customers on live chats.
• Taking payments.
• Completing basic affordability checks and income and expenditures forms
• Negotiating payment arrangements where a customer cannot pay in full
• Identify vulnerable customers
• Sign-post customers with financial difficulties to non-profit debt advice agencies
• Deal with customer queries and handle disputes
• Update accounts and ensure all notes are correct on our systems

Skills needed as a Telephone Collections Agent:

• Customer service or contact centre experience (2 years preferred)
• Excellent communication skills – able to interact effectively at all levels
• Able to work in a fast-paced environment with the ability to provide information quickly and clearly
• Confident in dealing with customers over the telephone – often in difficult circumstances
• Friendly and empathetic, with good active listening skills
• Ability to problem solve and provide customers with options in line with our client and company guidelines
• Confident negotiator to achieve the shortest arrangements to fulfil client requirement
• Previous practical office administration experience
• Being comfortable in using a variety of technologies and software systems

Benefits as a Telephone Collections Agent

• Company pension
• Colleague discount scheme
• Christmas Savings Scheme
• Free on-site parking
• Employee Assistance Programme
• Birthday holiday allowance
• Attractive bonus, incentives and performance rewards
• Death in service benefit
• Hybrid working (subject to reaching required standards)

If you have the experience and skills needed for the role as a Telephones Collections Agent please apply!