Collections Advisor

BMW Group; Aldershot; On-site; GBP 26,000 - 34,000; Full time

Job summary

BMW Group Financial Services UK is seeking a Collections Advisor to optimise customer contact and collect outstanding arrears while balancing customer outcomes with our brand values. The role requires vigilance in identifying vulnerable cases and applying forbearance under FCA guidelines.

Based at Summit One Campus, the role supports change activities, regulatory compliance, logging complaints within FCA timescales, and collaborating with management to improve processes.

Qualifications

• Experience in a collections environment or customer services, preferably in financial services.
• Knowledge of motor finance regulations such as Consumer Duty and FCA conduct rules (preferred).
• Strong administration, active listening and communication skills.

Responsibilities

• Optimise customer contact to collect outstanding arrears while balancing customer outcomes and brand values.
• Support management in change activities to enable process improvement and regulatory compliance.
• Monitor vulnerable cases to support customers and minimise negative impact and losses.
• Identify, log and resolve customer complaints in line with FCA timescales.

Skills

Collections experience

Administration

Active listening

Communication

Customer service

Job description

BMW Group Financial Services UK is looking for a Collections Advisor. As a Collections Advisor you will be responsible for optimising customer contact to collect outstanding arrears whilst balancing customer needs against customer outcomes and company brand values. Supporting management in change activities to enable process improvement and regulatory compliance.This role is based at the Summit One Campus.What awaits you?Early identification of cases of vulnerability or financial difficultiesOngoing monitoring of vulnerability cases to support customer and minimise negative customer impact and business lossesIdentifying, logging and resolving of customer complaints in line with FCA timescales,Demonstrating forbearance in line with FCA guidelines by agreeing realistic and sustainable repayment plans, balancing customer needs with business requirementsQualification to potential contract breachesUsing business and product knowledge to guide customers to the best possible outcome for their
situationWhat should you bring along?Experience in a Collections related environment, or working within Customer Services industry, preferable in financial services (desirable).Knowledge of motor finance industry regulations such as Consumer Duty and FCA conducts rules (preferred).Strong administration, active listening & communication skills.The ability to be organised working within timescales and attention to detail is key.Closing Date: 29th October 2026The first stage will be a video interview. At BMW Group, we are committed to offering our employees the right balance between work and personal life. We pride ourselves on being a flexible employer, so please discuss your individual requirements as part of the application process to help us agree on a suitable arrangement. We place great importance on equal treatment and equal opportunities. Our recruiting decisions are based on the personality, experience, and skills of the applicants. Learn more here. We are proud to be part of the
Disability Confident scheme, which supports employers in making the most of the talents disabled people bring to the workplace. Successful candidates will be required to complete background screening checks, and the offer of employment will be subject to satisfactory results. These checks include references, right to work, IT system Compliance Integrity Check (COIN), CV, and relevant qualifications. Additional checks may include criminal records, adverse financial (credit), directorships, address verification, internet research, and/or driving licence. If you have any queries about these checks, please discuss them with us, and we will be happy to provide further details.