Collections Specialist: Empathetic Customer Support

Together - loans, mortgages & finance; Cheadle; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

26 days holiday

Discretionary annual bonus

Matched pension contribution

Private medical insurance

Life assurance

Critical illness cover

Travel season ticket loans

Ride to work scheme

Gym access

Bar/restaurant discounts

Job summary

Together, based in Cheadle, is seeking a Collections Specialist to support customers in financial difficulty. You will handle arrears enquiries, assess affordability, and arrange sustainable outcomes with empathy and precision.

You will work with a team committed to fair customer outcomes, offering a comprehensive benefits package and a supportive environment. This role focuses on compliant, customer-centred recovery processes.

Qualifications

• Experience in collections and recoveries is essential.
• Ability to handle vulnerable customers with empathy.
• Experience assessing affordability and determining suitable remedies.
• Clear focus on positive customer outcomes and compliant handling.
• Strong listening and questioning to understand customer circumstances.
• Excellent attention to detail and accuracy under pressure.

Responsibilities

• Handle inbound and outbound calls relating to arrears on regulated and unregulated accounts.
• Identify root causes of customer financial difficulties and tailor appropriate support.
• Resolve customer inquiries at first contact where possible.
• Identify and address potential customer complaints promptly.
• Signpost and arrange support for vulnerable customers with suitable resources.

Skills

Collections & Recoveries

Vulnerable customers handling

Affordability assessment

Customer outcomes focus

Active listening

Attention to detail

Pressure management

Job description

Together, based in Cheadle, is seeking a Collections Specialist to support customers in financial difficulty. You will handle arrears enquiries, assess affordability, and arrange sustainable outcomes with empathy and precision.

You will work with a team committed to fair customer outcomes, offering a comprehensive benefits package and a supportive environment. This role focuses on compliant, customer-centred recovery processes.