Collections & Recovery Specialist

Sopra Steria; Leeds; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

25 days annual leave

Health cash plan

Life assurance

Pension

Job summary

NHS Shared Business Services (NHS SBS) in Leeds is hiring a Collections & Recovery Specialist. The role focuses on rebuilding customers’ payment plans, handling invoice queries, and delivering quick, clear resolutions while maintaining empathy and professionalism.

You'll work in a hybrid setup and support NHS organisations with accurate reporting and collaborative problem-solving to keep accounts moving forward.

Qualifications

• Experience in FCA regulated collections or accounts receivable.
• Background in collections or complaints handling with strong negotiation skills.
• Ability to handle challenging conversations with resilience and empathy.
• Passion for delivering great customer service and doing the right thing.
• Good Excel skills and ability to manage detailed financial information accurately.

Responsibilities

• Building strong, trusting relationships with customers – helping them get back on track with missed payments.
• Handling invoice queries over the phone and email, delivering quick and clear resolutions.
• Navigating sensitive conversations with confidence, empathy and a focus on positive outcomes.
• Agreeing realistic repayment plans that work for both the customer and our clients.
• Partnering with clients to resolve disputed invoices and keep accounts moving forward.
• Keeping systems up to date and producing accurate reports to support the wider team.

Skills

Negotiation

Customer service

Empathy

Tools

Excel

Job description

Do you enjoy turning tough conversations into positive outcomes? Ready to bring your collections experience somewhere you can genuinely make a difference?

We’re on the lookout for a confident and customer-focused Collections & Recovery Specialist to join our growing team. This is your chance to play a key role in supporting NHS organisations – helping keep finances on track while delivering a first-class service to customers who need support.

With big growth plans ahead, there’s never been a better time to join us. You’ll be part of a supportive, down-to-earth team where your development really matters. We’ll give you the training, tools and backing you need to succeed – and the opportunity to build a long-term career, not just a job.

This is a hybrid role, giving you the flexibility to work in a way that suits your lifestyle while staying connected and supported.

What you’ll be doing:

• Building strong, trusting relationships with customers – helping them get back on track with missed payments.
• Handling invoice queries over the phone and email, delivering quick and clear resolutions.
• Navigating sensitive conversations with confidence, empathy and a focus on positive outcomes.
• Agreeing realistic repayment plans that work for both the customer and our clients.
• Partnering with clients to resolve disputed invoices and keep accounts moving forward.
• Keeping systems up to date and producing accurate reports to support the wider team.

What you’ll bring:

• Experience working in a Financial Conduct Authority regulated collections or accounts receivable environment.
• A background in collections or complaints handling, with strong negotiation skills.
• The ability to handle challenging conversations with resilience, professionalism and empathy.
• A passion for delivering great customer service and doing the right thing every time.
• Good Excel skills and the ability to manage detailed financial information accurately.

Employment Type:

Full-time, Permanent

Location:

Leeds

Security Clearance Level:

DBS

Internal Recruiter:

Kayleigh

Salary:

£27,500

Benefits:

• 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and pension.

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about us?

NHS Shared Business Services (NHS SBS) was created by the Department of Health and Social Care to deliver corporate services to the NHS. A unique joint venture with Sopra Steria, a European leader in digital services and software development, we make life easier for NHS employees, patients, and suppliers, and deliver value for money to the taxpayer. Proud members of the NHS family, we provide finance & accounting, digital, procurement and workforce services to more than half the NHS in England, and our solutions are underpinned by cutting-edge technologies and our teams’ expertise, in-depth understanding of the NHS, and commitment to service excellence. We share common values and unity of purpose with the rest of the NHS family, are committed to being a force for good, and are dedicated and empowered to act responsibly and sustainably at organisational, team and individual level.

Would you like to join us on our journey?

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida, the UK’s largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.

If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application.

We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.