Early Collections Agent

About the role

This role plays a critical part in supporting both our customers and the business by proactively managing customer debt, resolving overdue invoices, and helping us achieve key performance targets.

You’ll work closely with customers, internal stakeholders, and third-party partners to secure positive outcomes, while also contributing ideas to continuously improve our processes and ways of working.

This is a great opportunity for colleagues who enjoy problem-solving, handling challenging conversations professionally, and working in a fast-paced, target-driven environment.

Shift Pattern: 

• Core Shift 08.30 - 17.00
• Early 8.00 - 16:30 (1 in 10)
• Saturday 9.00-13.00 (1 in 10)
• Late 11.30 - 20.00 (1 in 10)
• 1 Bank Holiday a year

Key responsibilities

• Proactively contact customers to resolve outstanding debt, handling objections professionally and assertively to achieve successful outcomes

• Negotiate and validate payment plans where appropriate, ensuring alignment with policy and customer circumstances

• Work with third-party partners (e.g. Debt Collection Agencies and Legal Partners) to support debt recovery

• Follow business policies, processes, and procedures, while actively identifying opportunities for improvement

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

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

• Escalate queries or issues that are preventing debt recovery

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

• Complete your allocated stage of the debt journey and prepare accounts for the next step where required

• Keep your Team Lead informed of any issues or risks as they arise

• Report key performance indicators to your Lead on a monthly basis

Key skills and experience

Essential

• Experience in debt collection and/or customer service activity

• Strong communication skills with the ability to build rapport and manage challenging conversations

• Confident objection-handling skills

• Hard-working, resilient, and comfortable working towards personal and team targets

• Organised, with strong attention to detail and effective day-to-day prioritisation

• Proactive and able to use initiative to drive activity

• A collaborative team player who contributes to shared KPI goals

• Able to identify and raise opportunities to improve policies and processes

Desirable

• Knowledge of SAP and Salesforce

• Previous experience working within a debt collection team

Why apply?

• Opportunity to develop specialist debt management skills

• High-impact role supporting both customers and the wider business

• Collaborative team environment with clear performance goals

• Chance to contribute to continuous improvement across processes

What we can offer you: 

• 25 days annual leave 
• Company Pension Scheme (Salary sacrifice - single matched contributions to 7.5%)
• Life Assurance
• Staff discounts on gas
• 1 day per year to volunteer for a charitable cause 
• Shopping discounts