Collections Advisor

Reed; Basingstoke and Deane; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Training programme

Career progression

Generous holiday allowance

Pension scheme

Employee assistance programme

Friendly and supportive team

Job summary

Reed in the United Kingdom is seeking a proactive Collections Advisor to join the team in Basingstoke. You will manage overdue accounts, support customers facing financial difficulties, and arrange repayments in line with policy and FCA guidelines.

The role emphasizes clear communication, negotiation, accuracy, and compliant record-keeping, with a focus on maintaining positive customer relationships while meeting individual and team targets.

Qualifications

• Experience in collections, credit control, customer service, or contact centre environments.
• Strong communication and negotiation skills.
• Ability to stay calm and professional during difficult conversations.
• Excellent listening and problem-solving abilities.
• Good attention to detail and organisational skills.
• Competent using Microsoft Office and CRM systems.

Responsibilities

• Contact customers regarding overdue accounts via telephone, email, and written correspondence.
• Build rapport with customers to understand their circumstances and identify suitable repayment solutions.
• Negotiate affordable repayment plans and ensure accurate records are maintained.
• Monitor outstanding balances and follow up on agreed payment arrangements.
• Handle customer queries and disputes professionally and efficiently.
• Ensure all collections activities comply with FCA regulations and company procedures.
• Work towards individual and team performance targets.
• Escalate high-risk or complex cases where appropriate.

Skills

Communication skills

Negotiation skills

Customer service

Problem-solving

Attention to detail

CRM systems

Tools

Microsoft Office

CRM systems

Job description

Collections Advisor

Location: Basingstoke

Salary: £25,000 - £30,000

Full-Time Long term temporary opportunity

About the Role

We are seeking a proactive and customer-focused Collections Advisor to join our growing team. This is an excellent opportunity for someone with strong communication skills and a passion for helping customers find suitable solutions while maintaining positive relationships.

As a Collections Advisor, you will be responsible for managing outstanding accounts, supporting customers experiencing financial difficulties, and agreeing repayment arrangements in line with company policies and regulatory requirements.

Key Responsibilities

• Contact customers regarding overdue accounts via telephone, email, and written correspondence.
• Build rapport with customers to understand their circumstances and identify suitable repayment solutions.
• Negotiate affordable repayment plans and ensure accurate records are maintained.
• Monitor outstanding balances and follow up on agreed payment arrangements.
• Handle customer queries and disputes professionally and efficiently.
• Ensure all collections activities comply with FCA regulations and company procedures.
• Work towards individual and team performance targets.
• Escalate high-risk or complex cases where appropriate.

About You

We're looking for someone who can balance excellent customer service with a commercial mindset.

Essential Skills & Experience

• Previous experience within collections, credit control, customer service, or a contact centre environment.
• Strong communication and negotiation skills.
• Ability to remain calm and professional during difficult conversations.
• Excellent listening and problem-solving abilities.
• Good attention to detail and organisational skills.
• Competent using Microsoft Office and CRM systems.

Desirable

• Experience working within financial services or regulated environments.
• Knowledge of FCA guidelines and Treating Customers Fairly principles.
• Understanding of vulnerability and affordability assessments.

What's on Offer?

• Competitive salary and performance-related bonus.
• Comprehensive training and development programme.
• Career progression opportunities.
• Generous holiday allowance.
• Pension scheme.
• Employee assistance programme.
• Friendly and supportive team environment.