Capita
Collections Agent - no evenings/weekends!
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Collections Advisor - Permanent Role at Portway House, Preston
We’re looking for Collections Advisors to join our team on a Permanent role at Portway House, 1 The Pavilions, Preston, PR2 2YB!
Join a team of 12 experienced and supportive colleagues who genuinely work together to achieve success. You'll benefit from a collaborative environment where ideas are shared, achievements are recognised, and everyone is encouraged to contribute and develop. You will be supported by your line manager and quality coach to achieve great outcomes.
As a Collections Advisor, you will be engaging with our client’s customers who may find themselves in financial difficulty and require information and guidance to meet their finance commitments. You will need to take ownership to understand the customers financial situation, providing options and solutions to always ensure fair outcomes.
Job Title
Collections Advisor - no evenings/weekends!
Job Description
What’s in it for you?
- More experienced Advisors will support the Team Leader by mentoring and supporting team members to improve customer satisfaction and efficiency metrics within the business area.
- Permanent role – 37.5 hours.
- Shifts are Monday – Friday working between the hours of 9am - 5.30pm with an hour's lunch.
- No evening shifts or weekends.
- Ability to work from home on a hybrid basis once competency achieved.
- Bank holidays are given as a paid holiday, no requirement to work.
- Salary of £25,155 – paid monthly.
- Free onsite parking.
- Private office space just for you and your team with an onsite kitchen.
- Onsite prayer room.
- Initial 22 days annual leave which increases with tenure and the ability to purchase additional holidays.
- Extra holidays awarded at milestone anniversaries.
- Access to employee benefits, and extras. Ability to opt in and out of additional benefits.
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What You’ll Be Doing
- Providing a first point of contact service resolution for the customer, educating customers on the alternative options available for the service being supported.
- Ensuring regulatory compliance in the case of collections activity, determining reason for customer payment delinquency and obtains payment commitment.
- Using online systems to accurately document customer account information, adhering to data privacy legislation.
- Understand the customers financial situation, providing options and solutions, ensure fair outcomes, including for our vulnerable customers.
- Build rapport, empathise, and have meaningful conversations with our customers to deliver excellent customer service.
- Handle customer telephone calls (both inbound and outbound) and interactions in an efficient, effective, and professional manner.
- Responding to customers emails and providing accurate financial calculations.
- Embrace learning, coaching and development to continuously improve your skills and capability.
What We’re Looking For
- Analytical, investigatory and problem-solving skills.
- Ability to demonstrate empathy and ownership of customers and their financial position.
- Resilience in handling customer’s personal financial situations and complaint handling.
- Confident and comfortable speaking and asking questions on the telephone to gain a full understanding of our customers circumstances.
- Be able to make decisions to best support customers.
- Navigating around multiple systems.
- Good literacy and numeracy skills. These will be required for email correspondence and calculating finances.
- Proactively taking ownership of own training and competence requirements.
- A positive attitude towards change and a desire to grow to be the best you can be.
- Can work independently and as part of a small team of around 12 people.
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What Will Happen Next
- Choose apply now to fill out our short application.
- Your application will be reviewed by our global recruitment team - please consider the minimum requirement to avoid disappointment!
- If selected you will be invited to attend a video interview with a member of the recruitment team.
Equal opportunities
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you.
Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work.
For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
Location
Preston, United Kingdom
Time Type
Full time
Contract Type
Permanent
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