Job Title

AskRose is a HMRC-registered tax agent which works tirelessly to help the UK State Pensioners check if they could potentially be due an increase to their State Pension payments after years of underpayments due to missing information on their National Insurance records and HRP credits.

As we continue to support those affected, we’re also looking to expand our own team to meet this incredible demand for help and guidance: we’re looking for a Payments Collection Officer to join our growing in-house team based in Altrincham, Manchester.

About the Role

As part of the Credit Control team, your job will focus on converting won claims into collected cash, keeping every case moving until it’s either paid, disputed or escalated.

Key Responsibilities

• Call government departments to chase the status of outstanding payments to our customers
• Track expected payment dates, log responses, and feed updates into the CRM
• Escalate stalled or rejected payments to the Credit Control Manager
• Contact customers across the full collections journey: outbound calls, structured email cycles, SMS, and letters
• Confirm receipt of payment from the relevant government body and arrange settlement of our fee
• Negotiate sensible repayment plans where appropriate, within Credit Control Manager guidelines
• Handle inbound calls, emails, and post from customers regarding payment, fee queries or disputes
• Own a portfolio of cases end-to-end, keeping every case progressing with no case left dormant
• Maintain accurate, audit-grade notes in the CRM on every interaction
• Refer disputes, complaints, and complex cases (deceased estates, deputyships, vulnerable customers) to the Credit Control Manager promptly
• Follow the vulnerability framework on every call: spot signs, adapt approach, escalate where needed
• Stay within Consumer Duty principles and the agreed Terms of Engagement at all times
• Keep call recordings and written correspondence to standard