Collections Officer

Capital on Tap

Manchester

Hybrid

GBP 27,000 - 34,000

Full time

14 days+

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Benefits offered by this job

Private Healthcare

Worldwide travel insurance

Anniversary rewards

Salary sacrifice pension

28 days holiday

Annual learning budget

Enhanced parental leave

Cycle to work

Season ticket loan

Therapy sessions

Dog-friendly offices

Free drinks and snacks

Job summary

Capital on Tap in Manchester is seeking a dedicated customer-accounts professional to manage repayment negotiations and tailor solutions. You will work across several channels and ensure compliance with GDPR, FCA, and FDCPA guidelines, while coordinating with internal teams to meet customer outcomes.

The role requires handling challenging conversations with empathy and delivering fair outcomes, with a hybrid work pattern (3 days in office, 2 from home) and a 37.5-hour week.

Qualifications

Experience in collections within financial services.
Excellent verbal and written communication skills.
Proven ability to handle challenging customer interactions.
Familiarity with multiple communication platforms (email, SMS, etc.).
Ability to deliver fair customer outcomes in difficult conversations.

Responsibilities

Engage directly with customers to negotiate repayment plans.
Analyse financial situations to create tailored solutions.
Ensure adherence to GDPR, FCA, and FDCPA regulations.
Handle customer complaints and resolve conflicts effectively.
Prioritise multiple tasks while maintaining high-quality standards.
Work with internal and external teams to support customer outcomes.

Skills

Strong communication

GDPR knowledge

Conflict resolution

Multi-channel communication

Fair outcomes

Job description

Job Overview

Location: Manchester. 3 days in office, 2 days from home (fully office‑based for the first 3 months). Shift: 37.5 hours per week Monday‑Friday between 8 am and 8 pm.

Responsibilities

Engage directly with customers to negotiate repayment plans
Analyse financial situations to create tailored solutions
Ensure adherence to GDPR, FCA, and FDCPA regulations
Handle customer complaints and resolve conflicts effectively
Prioritise multiple tasks while maintaining high-quality standards
Work with internal and external teams to support customer outcomes

Qualifications

Collections experience within financial services
Strong communication skills, both verbal and written
Proven ability to manage challenging customer interactions
Experience using multiple communication platforms (email, SMS, etc.)
Ability to handle difficult conversations and deliver a fair customer outcome

Diversity & Inclusion

We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Benefits