Collections Agent (Hybrid) - Empathetic Resolver

Bill Gosling Outsourcing; Glasgow; Hybrid; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Birthday holiday

Career development

Referral bonuses

Wellbeing programme

Brand-new office

Local discounts

Job summary

Bill Gosling Outsourcing in Glasgow is seeking a Collections Agent to manage customer accounts with overdue balances. You will contact customers via phone, email, chat, SMS, and website, negotiate payment arrangements, and document all interactions with accuracy.

You’ll work a hybrid schedule (office and remote) with hours Monday–Friday, 8:30am–5:30pm. The role emphasizes empathy for vulnerable customers and compliance with policies while delivering excellent service.

Qualifications

• Experience in collections, debt recovery, or customer service is desirable.
• Experience handling overdue balances or payment arrangements is advantageous.
• Finance/credit/collections or contact centre background is an asset.
• Strong communication skills, both verbal and written.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Make and receive calls and communicate across multiple channels about outstanding accounts.
• Negotiate payment arrangements in line with policies.
• Support vulnerable customers with tailored journeys.
• Accurately document all interactions and account activity.
• Meet quality, productivity, and collections targets.

Skills

Customer service

Negotiation

Empathy

Organisational skills

Time management

Professional communication

Tools

Microsoft Office/Google Suite

Excel

Word

Job description

Bill Gosling Outsourcing in Glasgow is seeking a Collections Agent to manage customer accounts with overdue balances. You will contact customers via phone, email, chat, SMS, and website, negotiate payment arrangements, and document all interactions with accuracy.

You’ll work a hybrid schedule (office and remote) with hours Monday–Friday, 8:30am–5:30pm. The role emphasizes empathy for vulnerable customers and compliance with policies while delivering excellent service.