What you\'ll be doing
* Manage and chase overdue accounts across the full collections cycle. From initial contact through to payment arrangement, settlement negotiation, and potential escalation to recovery agents or bailiffs.
* Monitor and reconcile debtor balances, maintaining accurate, up-to-date records with all correspondence and notes logged against the correct account
* Negotiate payment plans and settlements in line with company policy, balancing commercial outcomes with a fair and empathetic approach to every customer interaction
* Liaise with customers via phone and email, building and maintaining relationships that support timely payment while protecting customer retention
* Work closely with internal teams and external collections partners to ensure processes are followed consistently and debtors are held accountable
* Uphold credit control policies and Treating Customers Fairly (TCF) principles in every interaction, ensuring compliance is embedded in day-to-day practice
* Report weekly on aged debt and account status, using data to identify trends, flag risks, and drive continuous improvement in collections processes
What you\'ll bring
* Proven experience in debt collection with a solid understanding of collections policy, procedures, and best practice.
* Comfortable managing a high volume of accounts and calls, with strong organisational skills, attention to detail, and the ability to prioritise a demanding workload
* Confident communicator with the interpersonal skills to deal effectively with a range of customers and stakeholders
* Proficient in Microsoft Office (intermediate to advanced), with experience using accounting software such as Xero (desirable but not essential)
* A proactive, collaborative team player who\'s equally comfortable working on their own initiative and contributing to shared workloads
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