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Collections Specialist – Job Description
About Together
We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with a common-sense approach to mortgages and secured loans.
We take the time to understand our customers, and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 900 colleagues help customers throughout the UK, backed by the power of a £7 billion loan book.
Benefits of Working at Together
- 26+ days of holiday, including a birthday day off (increasing to 30 days with service), plus all bank holidays
- Free access to company holiday homes
- Buy & sell holidays
- Discretionary annual bonus plus an additional Shared Reward Bonus
- Matched pension contribution
- Health cash plan plus Private medical insurance
- Life assurance and Critical illness cover
- Travel season ticket loans and Ride to Work scheme
- Free access to a local gym
- Discounts on local bars and restaurants
The Role – Collections Specialist
As a Collections Specialist, you’ll provide high-quality support to our customers by understanding their financial circumstances and offering sustainable support—especially for those in financial difficulty or facing vulnerabilities. You’ll manage both inbound and outbound enquiries across all arrears stages.
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Key Responsibilities
- Handle inbound and outbound phone calls regarding early and/or late-stage arrears on regulated and unregulated accounts
- Listen, question, and analyse the root causes of a customer’s financial issues, then work directly with them to find fitting solutions
- Aim to resolve issues in one contact when possible (first-contact resolution)
- Identify and address potential customer complaints
- Recognise vulnerable customers and arrange appropriate support, including signposting to external organisations
- Uphold excellent customer outcomes through empathetic engagement
Benefits of the Role
- Permanent contract
- Office-based role at Cheadle, SK8 3GW (09:00 AM – 05:30 PM)
- Meaningful impact on customers’ financial recovery
Requirements
Essential
- Proven experience in collections and recoveries (indispensable)
- Ability to work with vulnerable customers professionally
- Strong affordability assessment skills
- Deep understanding of what constitutes a good customer outcome
- Empathetic approach with active listening and effective questioning techniques
- Keen attention to detail and ability to maintain accuracy under pressure
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Desirable
- Prior experience in mortgage collections (advantageous but not essential)
If your skills align with most—but not all—of the above, we encourage you to apply. We’d be happy to discuss further how you might fit the role.
Company Culture & Commitment
Together is committed to diversity and inclusion, embracing an equal opportunity workplace. We celebrate difference, foster collaboration, and value the rich variety of backgrounds and perspectives our team brings. Our goal is to build a representative, inclusive culture for every colleague.
If you require support or reasonable adjustments at any stage of the recruitment process—whether due to disability, neurodivergence, or any other need—please let us know when applying. Our team will ensure accommodations are in place so you can perform confidently and fairly during the process.
Additional Information
- All successful applicants will undergo employment reference checks, financial checks, and criminal record vetting.
- Working Hours: 09:00 AM – 05:30 PM (Monday to Friday).
- Location: Office based in Cheadle (SK8 3GW).
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