Collections Customer Service Advisor

Collections Customer Service Advisor - a role that supports customers who may be finding it difficult to manage their finances, taking time to understand their individual circumstances and helping them find realistic, affordable solutions that work for them.

Responsibilities

• Support customers, using customer service, empathy and problem solving skills, to agree payment arrangements, identify vulnerability and ensure they have access to the support schemes and services available.
• Play an important role in helping customers clear their debt while delivering fair outcomes for both the customer and the business.
• Identify when additional support is needed, signpost or refer customers to the most appropriate help schemes and services.
• Confidently agree realistic payment arrangements while balancing customer needs with business requirements.
• Maintain a customer first mindset and a desire to help people achieve positive outcomes.

Qualifications and Experience

• At least 6 months of experience in a customer service environment.
• Good Maths and English skills (GCSE Grade 4/C or equivalent).
• Strong emotional intelligence, ability to listen, understand individual customer needs and respond with empathy and care.
• Passion for delivering excellent customer service while balancing effective debt recovery and positive customer outcomes.
• Confident verbal and written communication skills.
• Ability to adapt to change and work flexibly within a fast paced environment.
• Strong problem solving skills, ability to assess situations and identify the best resolution.
• Good IT skills and confidence using multiple systems at the same time.
• Self motivated and comfortable working in a performance focused environment.
• Ability to remain calm, resilient and professional when handling challenging conversations.
• Comfortable working in a coaching focused environment where continuous learning and development are encouraged.
• High level of attention to detail to ensure customers receive accurate information and support.
• Experience of supporting customers who may be experiencing financial difficulties.
• Knowledge of debt recovery processes and customer payment solutions.
• Strong negotiation and influencing skills.
• Ability to build effective relationships with colleagues and stakeholders.
• Experience of coaching, training or supporting others.
• Ability to identify customers who may benefit from the Priority Services Register (PSR) and other support services.
• Understanding of customer support schemes and how they can help customers achieve the best outcome.
• Awareness of accounts subject to court enforcement activity or managed by third party debt collection agencies.

Benefits

• Starting salary of £27,417
• Clear salary progression pathway to £31,942
• Annual performance related bonus (£1,000 maximum bonus opportunity for the performance year)
• A great benefits package - choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
• 25 days annual leave, plus bank holidays.
• 2 Wellness Days each year.
• Gym membership discounts, Online GP service, cycle to work scheme, and many more!
• Free parking.
• Attractive pension scheme (up to 12% company contribution)

Working Pattern & Location

This role works on a rotating shift pattern between 9:30 am and 6:00 pm Monday to Friday, with alternate Saturdays from 9:00 am to 3:00 pm. We offer a hybrid way of working, with a minimum of two days per week based at our Thornbury office in Bradford. During the first 3-6 months the role will be fully office based to build confidence, knowledge and skills. After training and probation you will move to a hybrid model combining office and home working.

Location: Bradford, Thornbury

Start date: 02/09/2026
Closing date: 30/07/2026 (may be brought forward).