Collections Specialist

DWF; Leeds; Hybrid; GBP 23,000 - 32,000; Full time

Job summary

DWF is recruiting a Collections Specialist for our Leeds team. You will manage a caseload of debt recovery matters, negotiate payment arrangements, and handle inbound/outbound conversations to maximise recoveries. This role offers a hybrid pattern with three days in the office and two days at home.

We value resilience, clear communication, and a proactive approach in a high-volume environment, with progression opportunities across the firm.

Qualifications

• Excellent communication and interpersonal skills.
• Experience in customer service or contact centre roles.
• Ability to prioritise, manage multiple tasks and meet deadlines.
• Strong attention to detail in high-volume environments.
• Comfortable working to targets with a team mindset.

Responsibilities

• Manage a caseload of pre-legal debt recovery matters and achieve client outcomes.
• Conduct inbound/outbound collections via calls, emails and letters.
• Negotiate payment solutions that are sustainable and aligned with client requirements.
• Operate in a high-volume, target-driven environment with accuracy.
• Prioritise and organise workload to meet deadlines and recovery targets.
• Build knowledge of collections processes, compliance, and negotiation techniques through training.

Skills

Communication

Customer service

Multitasking

Attention to detail

Teamwork

Resilience

Negotiation

Job description

Why join us?

The Recoveries team at DWF is looking to welcome a Collections Specialistto our growing team in Leeds. This is a fantastic opportunity for individuals who are motivated by achieving results, confident in handling challenging conversations, and committed to supporting clients through the debt recovery process to a successful outcome.

In this role, you’ll be responsible for managing debt recovery matters on behalf of our clients, using a combination of negotiation, communication, and problem-solving skills to maximise recoveries in a fast-paced, target-driven environment.

We welcome applications from school leavers and those early in their careers who are organised, resilient, and eager to build a career in collections and recoveries.

We are committed to your professional development and offer clear progression opportunities within the team and the wider business. This hybrid role provides flexibility, with 3 days in the office and 2 days working from home each week.

Responsibilities

• Manage a caseload of pre-legal debt recovery matters, working to achieve the best possible outcome for clients.


• Conduct inbound and outbound collections activity, including calls, emails and written correspondence, to recover outstanding balances.


• Negotiate payment solutionswith customers, ensuring arrangements are appropriate, sustainable, and in line with client requirements.


• Work in a high-volume, performance-driven collections environment, maintaining consistency and attention to detail.


• Prioritise and organise your workload effectively to meet deadlines and recovery targets.


• Build knowledge of collections processes, compliance requirements, and negotiation techniquesthrough ongoing training and support from senior team members.

What will help you succeed in this role?

Essential

• Excellent communication skills (written and verbal).


• Previous customer service experience.


• Confident handling challenging conversations.


• Computer literate, including Microsoft Office.


• Ability to prioritise and manage multiple tasks.


• Good attention to detail.


• Ability to work to targets and deadlines.


• Strong teamwork skills.


• Demonstrates resilience and a results-driven mindset.


• Comfortable working in a high-volume environment.

Desirable

• Previous experience in collections / debt recovery.


• Experience in a target-driven or contact centre role.


• Experience of negotiating payment arrangements.

Compliance & Customer Handling

• Understanding (or willingness to learn) treating customers fairly


• Awareness of vulnerable customers


• Basic understanding (or willingness to learn) of the TEXAS framework (Tools, Empathy, eXplain, Ask, Signpost)

What we offer?

We are an equal opportunities employer that celebrates diversity, and we are committed to creating an inclusive environment for all. We aim to create a positive experience for all candidates and offer any adjustments or additional support needed. You may be the right candidate for the role or others across the wider team.

Our recruitment process upholds the highest standards of fairness and engagement. It includes comprehensive interviews and, at times, a written assessment, an assessment day, or presentation. We aim to create a positive experience for all candidates and offer any adjustments or additional support.

About us

DWF is a leading global provider of integrated legal and business services. We empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.