Customer Collections Executive / Financial Recoveries Agent

Guildways; Guildford; On-site; GBP 23,000 - 24,000; Full time

Benefits offered by this job

Regular staff events

Quarterly bonus

Staff discounts

Job summary

Lovetts Ltd (Guildways) in Guildford is seeking a Customer Collections Executive to safeguard revenue through negotiation and debt recovery. This permanent, full‑time role is office‑based, requiring UK work eligibility and a commutable distance from Guildford.

The salary ranges from £22,500 to £24,000 per year, with performance incentives and a quarterly bonus. Benefits include staff events and employee discounts.

Qualifications

• Proven ability to meet monthly collection targets.
• Understanding of debt collection processes and policies.
• Experience in customer-facing roles preferred.
• Training will be provided.
• Must have right to work in the UK.

Responsibilities

• Increase revenue by achieving collection targets.
• Manage and understand monthly collector targets with Team Leader.
• Assist in implementing a mandate strategy.
• Collaborate as a team to improve productivity and efficiency.
• Meet monthly workload targets.
• Continuously review performance to meet objectives.
• Maintain professional work ethics and deliver quality customer service.
• Provide feedback to clients as required.
• Investigate client/debtor complaints in real time and resolve or escalate.
• Escalate complex queries to the Department Manager.

Skills

Call handling

Customer service

Communication

Team player

Problem solving

Attention to detail

Stress management

Emotional intelligence

Interpersonal skills

Microsoft Office

Education

GCSE or Post GCSE Qualification

Tools

CRM systems

Job description

Job Title: Customer Collections Executive / Financial Recoveries Agent

Location: Guildford

Salary: £22,500 - £24,000 per annum FTE depending on experience, plus performance incentives

Job Type: Permanent, Full Time

The Company

Guildways is a trading name of Lovetts Ltd and is looking for a focused individual with high attention to detail, to assist in recovering monies owed to its clients.

The company offers regular social events, a benefits package (including discounts at hundreds of high street stores) and a quarterly bonus scheme.

About The Role

The primary purpose of the Customer Collections Executive role within Guildways is to ensure the performance standards and the company's objectives are met to enhance revenues brought in by utilising their negotiation skills.

The Customer Collections Executive will report to the Department Manager in a highly dynamic environment with the ability to grow in the role.

Please note the company does not offer sponsorship and therefore candidates must have the legal right to live and work in the UK to be considered for this role.

This is an office-based role with no home working available and therefore candidates must live within a commutable distance from Guildford.

Key Responsibilities

• Increased revenue through target mechanisms: Achieve Collection Targets Set.
• Manage and understand monthly collector targets in collaboration with Team leader.
• Assist in achieving a mandate strategy.
• Working as a team. Improved productivity through streamlined efficiencies and effectiveness.
• Ensure monthly workload targets are met. (Productivity)
• Consistently work on improving daily, reviews and to ensure meeting set objectives.
• Maintains acceptable work ethics within assigned mandate. Delivered quality customer service:
• Provides feedback to clients as and when required.
• Investigates client/debtor complaints in real time resolving these promptly and efficiently or referring to the department manager where appropriate.
• Escalates complex queries / complaints to the Department Manager.

About you

Knowledge

• Knowledge and understanding of financial recovery CRM systems preferred but not essential as training will be provided.
• Good Knowledge of collection processes.
• Debt Collection policies and procedures
• Excellent People Skills
• Innovated and motivated
• A can-do attitude and willingness to go an extra mile

Living The Guildways Approach And Values. Skills

• Computer Literacy (Microsoft Office - Excel, Word)
• Call handling skills. Ability to solve queries.
• Team Player
• Excellent Communication skill (written & verbal).
• Interpersonal skills
• Sense of urgency in terms of working to improve on performance
• Strong customer service skills.
• Ability to work well under pressure and manage stress effectively.
• A "can do" attitude with the ability to adapt in a fast paced and changing environment.
• Excellent Verbal Communication & Active Listening skills. Effective verbal communication is one of the most valuable skills in the debt collection industry.
• Emotional Intelligence.
• Ability to Problem Solve
• Attention to Detail
• Understand technology
• Ability to work under pressure

Skills

The best collectors have a range of skills that make them successful - intelligence, intuition, the ability to be objective, quick thinking to adapt to new situations, good diction and communication skills, the ability to problem-solve, and most importantly some charisma. Experience: Call centre experience is an advantage, but on the job training is provided.

Qualifications

• GCSE Or Post GCSE Qualification Highly DesirableBenefits

Benefits

• Regular Staff Events
• Incentive Scheme, including a quarterly bonus
• Staff Benefits Package, including access to hundreds of high street discounts
• Ongoing staff training
• Enhanced Paternity/Maternity/Adoption leave

Candidates with experience of; Internal Account Manager, Sales Executive, Internal Account Executive, Account Manager, Inbound Sales, Client Services, Customer Service, Client Support, Implementation Manager, Customer Relationship Manager, Customer Retention Manager, Client Relationship Manager, Relations Manager, Customer Support, Business Support, Credit Controller, Credit Control Assistant, Payment Collections may l also be considered for this role