Collections Officer

InterQuest Group; United Kingdom; Hybrid; Full time

Job summary

A dynamic UK retail bank is seeking a Collections Executive to manage customer relationships and support those in financial difficulty. This hybrid role in Central London emphasizes empathy and effective communication. Candidates should have collections experience and a solid understanding of UK financial regulations. Join a supportive team dedicated to responsible finance and customer care.

Benefits

Flexible hybrid model

Supportive team environment

Qualifications

• Proven experience in collections, arrears, or recoveries within a financial services setting.
• Strong communication skills with the ability to de-escalate situations and build trust.
• Solid understanding of UK financial regulations, especially around customer vulnerability and fair treatment.

Responsibilities

• Act as the first point of contact for customers in arrears, delivering clear and empathetic support.
• Agree affordable and sustainable repayment plans tailored to individual customer needs.
• Maintain accurate customer records and ensure full compliance with internal policies.

Skills

Collections experience

Strong communication skills

Understanding of UK financial regulations

Attention to detail

Proactive team player

Tools

Excel

CRM systems

Job description

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Central London (Hybrid) | Up to £35, + benefits | Full Time – Mon–Fri, alt Saturdays

Are you a customer-focused professional with a background in collections and arrears management? Do you thrive in a fast-paced, regulated environment where empathy and clear communication matter? If so, this could be the perfect opportunity for you.

We’re working with a dynamic and growing UK retail bank with deep community roots and an exciting transformation journey underway. The organisation is committed to providing accessible, responsible finance and meaningful customer support – especially when it matters most. Now, they’re looking for a Collections Executive to play a vital role in managing customer relationships, particularly for those facing financial difficulty.

Why You’ll Love This Role

Join a forward-thinking, digitally enabled bank that’s making a real impact in underserved communities

Be part of a supportive team that genuinely cares about customers and operates with warmth and integrity

Enjoy a flexible hybrid model (2–3 days in a modern Central London office)

What You’ll Be Doing

Act as the first point of contact for customers in arrears, delivering clear, empathetic, and solutions-driven support

Agree affordable and sustainable repayment plans tailored to individual customer needs

Identify and support vulnerable customers, applying appropriate forbearance strategies

Handle inbound/outbound calls, emails, and SMS communications related to loans and savings products

Maintain accurate customer records and ensure full compliance with internal policies and regulatory requirements

Liaise with internal departments to ensure seamless case handovers and customer experience

Spot and escalate complex cases, recommending next steps to senior managers

Support general customer service when needed – we’re a small, collaborative team

What We’re Looking For

Proven experience in collections, arrears, or recoveries within a financial services setting

Strong communication skills with the ability to de-escalate situations and build trust

Solid understanding of UK financial regulations, especially around customer vulnerability and fair treatment

Excellent attention to detail and ability to work independently in a hybrid setting

Comfortable using Excel and managing administrative tasks with accuracy

A proactive team player with a problem-solving mindset

Bonus if you have:

Experience working with UK savings products

Familiarity with systems like Phoenix or UK payment schemes