Collections Specialist

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

Are you a confident communicator who enjoys problem-solving and helping customers get back on track? Do you have a background in debt collection or customer service and a proactive, team-first attitude?

If so, we’d love to hear from you.

About the Role

As a Collections Specialist, 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

Why Join Calor?

At Calor, we’re more than just energy. We're about people, progress, and purpose. You'll be part of a supportive team that values integrity, continuous improvement, and treating everyone with respect. We empower our employees to own their work, grow their careers, and make a real impact.