Collections Advisor

Lloyd Recruitment - Epsom; Epsom; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hybrid working after training

Competitive salary

Generous holiday allowance

Excellent pension scheme

Healthcare and wellbeing benefits

Life assurance

Free parking on site

Career development opportunities

Supportive culture

Job summary

Lloyd Recruitment - Epsom is assisting an established financial services organisation in Epsom to recruit empathetic Collections Advisors. In a supportive environment you will understand customers’ circumstances, provide guidance and agree affordable repayment plans that work for both the customer and the business.

You will build trust, maintain accurate records, and comply with regulatory standards, while avoiding scripted targets to focus on meaningful, customer-centred outcomes.

Qualifications

• Experience in collections or customer-facing environments.
• Excellent communication and listening skills.
• Ability to handle sensitive conversations with empathy.

Responsibilities

• Communicate with customers regarding overdue accounts in a supportive and professional manner.
• Understand individual circumstances and identify suitable solutions.
• Agree realistic repayment arrangements based on affordability.
• Support vulnerable customers with empathy and care.
• Maintain accurate records and update customer accounts.
• Ensure activity complies with regulatory requirements and internal policies.
• Work towards customer-focused outcomes rather than scripted targets.

Skills

Empathy

Excellent communication

Active listening

Customer service

Attention to detail

Organisational skills

Education

Experience in collections or financial services

Tools

Multiple systems

Job description

Collections Advisor

Great conversations create great outcomes.

We're recruiting on behalf of a an established, award winning financial services organisation based in Epsom. They're looking for empathetic, customer focused individuals to join their Collections team and make a real difference to customers facing financial challenges.

This isn't a traditional collections role. You'll work in a supportive environment were understanding individual circumstances, building trust and finding sustainable solutions are at the heart of every conversation.

If you're naturally compassionate, enjoy helping people and thrive within a role where no two days are the same, we'd love to hear from you.

What's in it for you?

• Competitive salary and annual reviews
• Generous holiday allowance, with the option to buy and sell leave
• Hybrid working following your initial training period
• Excellent pension scheme
• Healthcare and wellbeing benefits
• Life assurance and enhanced family-friendly policies
• Subsidised onsite facilities and free parking
• Regular social events and employee recognition programmes
• Comprehensive training and ongoing career development opportunities
• A supportive culture that genuinely puts people first

The Role

As a Collections Advisor, you'll play a key role in supporting customers who may be experiencing financial difficulties. You'll take the time to understand their circumstances, provide appropriate guidance, and agree affordable solutions that work for both the customer and the business.

Key Responsibilities

• Communicating with customers regarding overdue accounts in a supportive and professional manner
• Understanding individual circumstances and identifying appropriate solutions
• Agreeing realistic repayment arrangements based on affordability
• Supporting vulnerable customers with empathy and care
• Maintaining accurate records and updating customer accounts
• Ensuring all activity complies with regulatory requirements and internal policies
• Working towards customer-focused outcomes rather than scripted targets

What We're Looking For

• Previous experience within collections, arrears, customer service, financial services or a similar customer-facing environment
• Excellent communication and listening skills
• Ability to handle sensitive conversations with confidence and empathy
• Strong attention to detail and organisational skills
• Comfortable using multiple systems and learning new processes
• A positive attitude and genuine desire to help customers achieve the best outcome

Why Apply?

This is an opportunity to join an organisation that genuinely invests in their people. You'll receive extensive training, ongoing support and clear career progression, all while making a meaningful difference in customers' lives every day.