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Collections Agent

  • 509217
  • Warwick, England, United Kingdom
  • Credit Management
  • Permanent
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Collections Agent

Tachbrook Park, Warwick
Permanent, Full-time, Hybrid
£25,180 - £28,500 (Dependent on experience)

About the Role

As a Collections Agent, you'll manage and recover outstanding customer debt for an allocated portfolio. Whether you're speaking directly to customers, supporting third-party debt collection agencies (DCAs), or working alongside colleagues to resolve complex accounts, your goal will be to achieve great outcomes for both our customers and the business.

You'll be a key part of a high-performing, hybrid team based in Tachbrook Park, Warwick, with the flexibility of working from home part of the week.

Shift Pattern:
You will work on a rotating schedule with shifts of:

  • 8:00am – 4:30pm

  • 8:30am – 5:00pm

  • 11:30am – 8:00pm

You will also work one Saturday out of every seven (9:00am – 1:00pm) and one Bank Holiday per year. For any Saturday or Bank Holiday you work, you will receive time off in lieu.

What You’ll Bring

Essential:

  • Proven experience in debt collection and/or customer service

  • Excellent verbal and written communication skills

  • Strong objection-handling and negotiation abilities

  • A resilient, self-motivated, and organised approach

  • Attention to detail and ability to prioritise tasks effectively

  • Comfortable working to personal and team KPIs

  • Ability to use initiative and propose improvements to processes

  • A team player who thrives in a collaborative environment

Desirable:

  • Familiarity with ERP systems like SAP

  • Experience with Salesforce

  • Background in a debt collection team setting

Key Responsibilities

  • Contact customers to resolve overdue accounts and negotiate payment plans

  • Handle challenging conversations with professionalism and empathy

  • Liaise with DCAs and legal partners to support recovery efforts

  • Escalate unresolved issues to relevant departments

  • Keep accurate, up-to-date records of all interactions

  • Identify deteriorating payment behaviours and raise concerns

  • Contribute to improving debt recovery processes

  • Report performance metrics to your team lead

What We Offer

We believe in supporting our people with a range of benefits and opportunities:

  • 25 days annual leave (plus bank holidays)

  • Private medical insurance

  • Life assurance

  • Company pension scheme

    • Salary sacrifice with matched contributions up to 4.5% (rising to 7.5% after 2 years)

  • Staff discounts on Calor gas and leading retailers

  • Ongoing learning & development support

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