Contact Centre Recovery Specialist

Sopra Steria Limited; Leeds; Hybrid; GBP 25,000 - 30,000; 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 debt through phone and email. You will liaise with NHS Trusts, investigate queries, and negotiate realistic repayment plans while upholding excellent customer service.

The role operates in a hybrid Leeds office environment with a focus on target-driven performance, accuracy, and collaboration with internal stakeholders.

Qualifications

• Experience working in a target-driven role.
• Strong communication and phone manner.
• Ability to handle challenging conversations with empathy.
• Good admin and organisational skills.
• Confidence with Microsoft Office and financial data.

Responsibilities

• Manage inbound and outbound contact to recover NHS debt via phone and email.
• Review accounts, investigate queries, and maintain records.
• Assess circumstances and resolve disputes to fair outcomes.
• Negotiate repayment arrangements with customers.
• Collaborate with NHS Trusts and stakeholders to advance cases.
• Work in KPI/SLA-driven environment delivering service and collections.

Skills

Target-driven mindset

Strong communication

Empathy and resilience

Administrative skills

MS Office proficiency

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. Internal Recruiter: Chloe. 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.

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?