Collections Agent

Tachbrook Park, Warwick 
Permanent, Full-time, Hybrid
£25,185 - £27,500 (Dependent on experience)

About the role

We are looking for a motivated and resilient Customer Debt Specialist to join our team. This role is key to supporting both our customers and the business by managing customer debt, recovering overdue invoices, and delivering positive outcomes through professional and effective customer engagement.

You’ll be responsible for contacting customers, navigating challenging conversations, and negotiating payment solutions, while working closely with internal teams and external partners. This is a fast-paced, target-driven role that would suit someone who enjoys problem-solving, building rapport, and making a real impact.

Shift pattern

• Core hours: 8:30am – 5:00pm, Monday to Friday

• Additional rotational shifts:

  • One in seven Saturdays

  • One in seven Early shift: 8:00am – 4:30pm

  • One in seven Late shift: 11:30am – 8:00pm

Key responsibilities

• Proactively contact customers to resolve overdue invoices, handling objections confidently and professionally

• Negotiate and agree payment plans where appropriate, ensuring compliance with company policy

• Work with third-party partners such as Debt Collection Agencies and Legal partners to support debt recovery

• Follow established policies, processes, and procedures, while identifying opportunities to improve how we work

• Maintain accurate and up-to-date customer records to provide clear visibility across the business

• Respond to customer queries and call-backs in a timely and professional manner

• Escalate complex queries or issues that may prevent debt recovery

• Monitor customer payment behaviour and identify deteriorating trends, ensuring appropriate credit checks are completed

• Manage your allocated stage of the debt journey and prepare accounts for progression where required

• Keep your Team Lead informed of risks, issues, or emerging trends

• Report key performance indicators on a monthly basis

Skills and experience

Essential

• Experience in debt collection and/or a customer service environment

• Strong communication skills, with the ability to engage customers and handle challenging conversations

• Confident objection-handling and negotiation skills

• Resilient, hard-working, and comfortable working in a target-driven environment

• Well organised, with strong attention to detail and the ability to prioritise workload effectively

• Proactive and able to use initiative to drive activity

• A strong team player who contributes to shared goals and KPIs

• Ability to identify opportunities to improve processes and customer outcomes

Desirable

• Experience working within a debt collection team

• Knowledge of SAP and Salesforce

What we offer

• A supportive team environment with clear performance expectations

• Opportunities to develop specialist debt recovery and negotiation skills

• Exposure to a variety of stakeholders across the business

• A role where your contribution directly supports both customers and commercial outcomes

• 25 days annual leave plus 8 Bank Holidays
• Private Medical Insurance
• Company Pension Scheme (Salary sacrifice - single matched contributions to 4.5% for first 2 years, upto 7.5% after 2 years)
• Life Assurance
• Staff discounts on gas