Customer Service - Collections

Job brief

Join a supportive and friendly contact centre team where your main focus will be helping customers find practical and sustainable ways to manage their personal debt. Youll use a mix of communication channels such as phone, web chat, and email, so a warm and approachable telephone manner, along with experience in digital communication tools, is important. Your role will involve working with customers to create affordable repayment plans, requiring good listening skills and a respectful, empathetic approach. You will also handle customer inquiries, following clear, compliant guidelines to ensure the best possible outcome for every customer. To set you up for success, youll receive a tailored 6-week training program led by experienced trainers and team coaches, providing you with the skills and confidence to thrive

Responsibilities

• Support customers through multiple communication channels (phone, chat, email) to provide solutions for managing personal debts.
• Work with customers to develop affordable payment plans based on their individual circumstances.
• Address and resolve queries by following established procedures that comply with regulatory standards.
• Maintain accurate records and ensure data confidentiality at all times.
• Meet quality standards and performance metrics, contributing positively to team goals.
• Be proactive in identifying ways to improve processes and customer experience.
• Collaborate with colleagues and support the team environment in a flexible work setting.
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Requirements

• Genuine passion for delivering exceptional customer serviceno prior contact centre experience needed.
• Strong verbal communication skills and a pleasant telephone manner.
• Excellent listening skills with attention to small but important details.
• Ability to consistently demonstrate company values focusing on the customers needs.
• Comfortable working towards quality targets and key performance indicators (KPIs).
• Highly motivated self-starter who works well both independently and in a team.
• Willingness to work a rotating 4-week schedule with flexibility.
• Good computer literacy, including basic skills in Microsoft Office / 365 and MS Teams; training on internal systems will be provided.
• Creative mindset and openness to sharing new ideas for improving how things are done.
• Friendly and adaptable attitude; thrives working in a close-knit, supportive environment.
• Passion for progressing your career in a growing, caring, and forward-thinking organization.
• Awareness of the sensitivity involved in working with vulnerable individuals and confidential information.