Collections & Recoveries Advisor

Iwoca Ltd; Leeds; On-site; GBP 28,500 - 33,000; Full time

Benefits offered by this job

Flexible working hours

Medical insurance

25 days holiday per year

Job summary

Iwoca Ltd in Leeds is looking for a Collections & Recoveries Advisor to engage directly with business customers in arrears. In this role, you'll be making targeted calls to help resolve payment issues while ensuring a customer-first approach.

The ideal candidate will have a strong ability to communicate empathetically and maintain professionalism during challenging conversations. Iwoca offers a competitive salary and a hybrid working model, with comprehensive benefits including medical insurance and flexible hours.

Qualifications

• Ability to handle difficult conversations with professionalism.
• Experience in debt recovery is a plus.
• Comfortable achieving individual targets.

Responsibilities

• Manage inbound and outbound communications with customers.
• Build relationships with customers in early arrears.
• Keep clear notes and follow up on arrangements.

Skills

Resilience

Strong communication skills

Attention to detail

Job description

Collections & Recoveries Advisor

This is an early arrears collections role. You'll spend your day speaking with business customers who have fallen behind on their loan repayments — having direct, sometimes difficult conversations to understand why a payment has been missed and discussing options to recover what's owed. It's commercial and target-driven, but done the iwoca way: we don't use a dialler, because we'd rather give you time to have meaningful conversations and find the right outcome for each account.

The team

The Collections & Recoveries team at iwoca is responsible for supporting customers who have fallen behind on repayments, with a focus on achieving fair, sustainable outcomes for both the customer and the business.

The team takes a customer‑first, solutions‑oriented approach, working closely with small to medium business owners to understand their financial situation and discuss forbearance options available to customers. They balance empathy with commercial awareness, ensuring regulatory compliance while protecting iwoca’s loan portfolio.

Where you’ll work

This is a hybrid role based in Leeds. For your first month you'll be in the office every day for training, with the expectation dropping to once or twice a week thereafter.

The role

Our advisors keep customers on track and step in when repayments don't go to plan. Through regular contact, you'll build relationships with customers in early arrears — understanding why payments have been missed, agreeing how to resolve them, and scheduling the next steps.

iwoca's advisors handle high levels of inbound and outbound calls, and send emails and WhatsApp messages with the greatest level of care, in a diligent, professional and efficient manner and are able to negotiate, implement and monitor feasible repayment solutions that take into account the customer's circumstances while balancing the best interests of the business.

A day in the life

• Working through your assigned portfolio of accounts in early arrears, managing outbound and inbound calls alongside email and WhatsApp correspondence
• Understanding each customer's unique circumstances and discussing the options available to them
• Whether it’s agreeing a little extra time for payment, or gathering supporting information to consider reduced payments, managing customer expectations is essential
• Following up when an arrangement is broken and deciding the right next course of action. We empower you to own decisions on your portfolio.
• Keeping clear, accurate notes and staying on top of your follow‑ups and emails each day

Requirements

We look for people who are smart, humble, motivated and who are always looking to improve.

Essential/You'll need:

• Resilience, and the ability to stay calm and professional in difficult or confrontational conversations
• Comfortable working towards individual targets and KPIs
• A patient, empathetic and professional manner, especially in difficult conversations
• Strong communication skills on both phone and email
• High levels of accuracy and attention to detail
• The ability to deal with a variety of challenges, innovate and think on your feet

Desirable / Nice to have

• Proven experience in debt recovery, ideally in the commercial/business sector in a call‑based environment
• Experience collecting business debt
• Insolvency or litigation experience
• A track record of managing a large portfolio of debts
• Business acumen, entrepreneurial spirit with real enthusiasm for helping SMEs

Don’t take this list as prescriptive: it’s just to give you a sense of who might do well at the job. We’d still love to hear from you if you don’t hit every point on the list, or if you have other experience.

Salary

Our base salary range in Leeds is £28,500 - £33,000. We want to pay all of our employees fairly, so that’s why we regularly benchmark salaries based on market rates and to recognise your increasing value to our business.

Benefits

• Flexible working hours.
• Medical insurance from Vitality, including discounted gym membership.
• A private GP service (separate from Vitality) for you, your partner, and your dependents.
• 25 days’ holiday per year, an extra day off for your birthday, the option to buy or sell an additional five days of annual leave, and unlimited unpaid leave.
• A one‑month, fully paid sabbatical after four years.
• Instant access to external counselling and therapy sessions for team members that need emotional or mental health support.
• 3% pension contributions on total earnings.
• An employee equity incentive scheme.
• Generous parental leave and a nursery tax benefit scheme to help you save money.
• Electric car scheme and cycle‑to‑work scheme.
• Two company retreats a year.