Are you a confident communicator who thrives on solving problems and building positive customer relationships? Do you have the resilience to handle challenging conversations while delivering excellent customer service?

We're looking for a Late Collections Agent to join our Collections team. In this role, you'll help customers manage outstanding balances, identify suitable payment solutions, and support positive outcomes for both customers and the business.

This is an excellent opportunity for someone with collections, credit control, customer service, or account management experience who enjoys working in a fast-paced environment and achieving targets as part of a supportive team.

What you'll be doing

As a Late Collections Agent, you'll:

• Contact customers with overdue accounts and work with them to secure payment in a professional and respectful manner.
• Build positive relationships with customers while managing potentially difficult conversations.
• Negotiate and agree sustainable payment arrangements where appropriate.
• Work with external partners, including Debt Collection Agencies (DCAs) and legal representatives, to resolve outstanding debt.
• Maintain accurate customer records and ensure account information is always up to date.
• Escalate issues that may impact debt recovery and collaborate with internal stakeholders to find solutions.
• Identify changes in customer payment behaviour and take proactive action where required.
• Meet individual and team performance targets while delivering a high standard of customer service.
• Contribute ideas to improve processes, customer experience, and team performance.

What we're looking for

Essential

• Previous experience in debt collection, credit control, customer service, or a similar customer-facing role.
• Excellent communication and relationship-building skills.
• Strong objection-handling and negotiation abilities.
• Resilience and confidence when dealing with challenging situations.
• Ability to work towards individual and team targets.
• Excellent organisational and prioritisation skills.
• High attention to detail and accuracy.
• Proactive approach with the confidence to use your own initiative.
• A collaborative team player who enjoys working towards shared goals.

Desirable

• Experience working within a debt collection or credit control team.
• Knowledge of SAP and/or Salesforce.
• Experience working with third-party collections agencies.

Shift Pattern

Our team operates a rotating shift pattern:

• Core shift: 08:30 to 17:00
• Early shift: 08:00 to 16:30 (approximately 1 in 10 weeks)
• Late shift: 11:30 to 20:00 (approximately 1 in 10 weeks)
• Saturday shift: 09:00 to 13:00 (approximately 1 in 10 weeks)
• One Bank Holiday per year

What we can offer you

Attractive benefits include:

• 25 days annual leave, plus bank holidays
• Private Medical Insurance
• Company Pension Scheme - Salary sacrifice - single matched contributions up to 7.5% following successful completion of settling-in period
• Life Assurance
• Staff discounts on gas bottles
• One paid volunteering day each year for a charitable cause
• Retail and shopping discounts

Why join us?

We're committed to creating a supportive and collaborative workplace where our people can develop their skills and build rewarding careers. You'll join a team that values teamwork, continuous improvement, and delivering great outcomes for customers.

If you're resilient, customer-focused, and motivated by achieving results, we'd love to hear from you.

Apply today and help us deliver positive outcomes for our customers while building your career with us.