Contact Centre 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 seeking a Contact Centre Recovery Specialist to help recover NHS-related debts across the UK. You will manage inbound/outbound calls and emails, review accounts and agree repayment solutions while delivering excellent service.

This full-time, permanent hybrid role offers coaching and progression within a supportive team, with DBS clearance and a salary of £27,400 per year, plus benefits including 25 days leave, health plan, life assurance and

Qualifications

• Experience in a target-driven or KPI-focused environment.
• Strong communication and listening skills with a professional and confident telephone manner.
• The ability to handle challenging conversations with empathy, resilience and professionalism.
• Good administration and organisational skills with the ability to prioritise workload effectively.
• Confidence using Microsoft Office and working with financial information, data or account records.

Responsibilities

• Managing inbound and outbound customer contact to recover outstanding NHS-related debt through telephone and email communications.
• Reviewing customer accounts, investigating queries, and maintaining accurate records of all interactions.
• Assessing individual circumstances and resolving disputes professionally to achieve fair outcomes for customers and NHS clients.
• Negotiating suitable repayment arrangements and supporting customers in managing outstanding balances.
• Working closely with NHS Trusts and internal stakeholders to progress collection activities and resolve complex cases.
• Working within a KPI and SLA-driven environment while delivering excellent customer service and collections performance.

Job description

Could you use your customer service and collections experience to help recover vital funds that will be reinvested directly back into the NHS?

As a Contact Centre Recovery Specialist, you'll play a key role in recovering outstanding debt on behalf of NHS organisations across the UK. Every successful recovery helps ensure public funds are returned where they belong, supporting essential NHS services and making a real difference to patient care.

Joining our Collections team means becoming part of a supportive and collaborative environment where people work together to achieve results while delivering outstanding customer service. You'll liaise with a wide range of customers, helping them understand their accounts, resolving queries, and agreeing realistic repayment solutions. The team is made up of colleagues with a variety of experience levels and has a strong culture of coaching, development and internal progression. In fact, many of our leaders have developed their careers from within the collections function.

This is hybrid working role with an expectation to work regularly in the Leeds office.

What you'll be doing

• Managing inbound and outbound customer contact to recover outstanding NHS-related debt through telephone and email communications.
• Reviewing customer accounts, investigating queries, and maintaining accurate records of all interactions.
• Assessing individual circumstances and resolving disputes professionally to achieve fair outcomes for customers and NHS clients.
• Negotiating suitable repayment arrangements and supporting customers in managing outstanding balances.
• Working closely with NHS Trusts and internal stakeholders to progress collection activities and resolve complex cases.
• Working within a KPI and SLA-driven environment while delivering excellent customer service and collections performance.

What you'll bring

• Experience working in a target-driven or KPI-focused environment.
• Strong communication and listening skills with a professional and confident telephone manner.
• The ability to handle challenging conversations with empathy, resilience and professionalism.
• Good administration and organisational skills with the ability to prioritise workload effectively.
• Confidence using Microsoft Office and working with financial information, data or account records.

It would be great if you had

• An understanding of ledgers, invoicing or financial processes.
• Experience working within a regulated collections environment.
• Previous collections or debt recovery experience.

Employment Type: Full-time, Permanent.

Location: Leeds.

Security Clearance Level: DBS.

Salary: £27,400.00 per annum

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

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.