Department: Debt

Reports to: DCA Manager
Salary: up to £27,500
Location: Salford - Hybrid (3 days a week in the office)

The Opportunity

We’re looking for a Debt Specialist to join our Debt team and support the delivery of fair, compliant and effective debt recovery outcomes. This is a varied role where you’ll manage specialist collections activity across insolvency, Breathing Space, Mental Health Crisis Breathing Space and Debt Collection Agency processes, ensuring customer accounts are handled accurately, responsibly and in line with company policies, regulatory requirements and industry best practice.

You’ll work closely with the wider Debt team and external partners to resolve complex queries, support customers in vulnerable circumstances, improve account accuracy and contribute to better collections performance, customer outcomes and operational efficiency.

Key Responsibilities

• Own the insolvency process, ensuring that customers are treated fairly and their account is updated correctly in an acceptable timeframe. This includes writing to creditors and ensuring the write off process is executed on the back of this.
• Manage ‘Breathing space’ and ‘Mental health crisis breathing space’ end-to-end. Ensuring that customers are treated with the care, dignity and support they need whilst actively managing their debts.
• Own and resolve all Debt collection agency (DCA) queries that are received, ensuring that customers’ accounts are updated correctly and timely.
• Take ownership of complex queries delivering clear resolutions to reach the right outcome for the customer.
• Analyse accounts to make recommendations on system/process improvements that can be made and work with the wider debt team to implement improvements.
• Complete account cleansing and administrative duties to ensure customers' accounts are correct and the debt is accurate.
• Complete write off administrative tasks ensuring the correct accounts for the correct reason are being passed for a write-off.
• Take ownership and resolve customer complaints as required.
• Make outbound contact with customers for ad-hoc campaigns to help customers resolve their outstanding balance.
• Beyond the core responsibilities of the role, deliver any additional requirements to support the end-to-end collections journey, department objectives and direct customer contact.
• Support the DCA manager with quality assurance and identify opportunities for improvement in collections.
• Support the DCA manager with performance tracking activities to bring visibility to DCA performance.