Customer Contact Collections Operative

Richburns Ltd; East Midlands; On-site; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Uncapped commission

Free car park

Local transport links by building

Bike racks & showers

Employee assistance programme

Death in Service benefit

25 days holiday + 8 bank holidays

3% pension

Personal and career development

Job summary

Richburns Ltd. is seeking a Customer Contact Collections Operative based in our Nottingham office to support customers with arrears and set up payment plans. This is a busy, phone-based role in a growing team, with opportunities to assist field agents and contribute to KPI-driven targets.

You will be part of a supportive, expanding company culture offering benefits and development. A DBS and credit checks are required, and a positive, compliant approach is essential.

Qualifications

• Experience delivering customer service over the phone or face-to-face.
• Ability to stay calm and professional when handling difficult queries.
• Strong communication and listening skills.

Responsibilities

• Handle a range of customer calls to discuss resolutions for overdue utility bills.
• Update CRM with call details, outcomes, and vulnerability information.
• Liaise with clients to confirm outcomes for customers and support field agents.
• Cover team workloads during absences to maintain service levels.
• Work towards KPIs and contribute to team targets.
• Collaborate with colleagues to achieve shared goals.

Skills

Customer service

Telephone handling

Problem solving

Tools

CRM systems

Job description

Are you looking for a role where your problem-solving skills and resilience make a real difference to customers in financial difficulty?

Due to company growth, we are looking for a Customer Contact Collections Operative to join the team.

Working Monday to Friday on a 3 week rotational pattern between 8am and 6pm.

Purpose of the Role

The purpose of this role is to deliver excellent service for Richburns and its customers as part of our Customer Contact team.

This is a predominantly telephone-based, customer-facing position, supporting clients and their customers in finding solutions to manage outstanding utility bills and arrears. You'll also help our field agents by setting up payment plans and processing customer payments, handling both inbound and outbound calls in a busy contact centre environment.

Based in our Nottingham office, you'll work within a growing team operating across varied shift times to support the full range of services we provide. The role also includes meeting both management and client-led KPIs to ensure business targets are achieved.

Key Responsibilities & Accountabilities

• Handle a range of customer calls, including discussing resolutions for overdue utility bills, supporting field agents, answering general queries, and making outbound contact attempts.
• Update CRM systems with accurate call details, resolutions, meter readings, and vulnerability information.
• Liaise with clients to confirm appropriate outcomes for their customers.
• Maintain service levels by covering team workloads during absences.
• Manage calls in line with our quality framework and work towards agreed KPIs.
• Collaborate with fellow contact centre agents to achieve overall team targets.

Why work at Richburns?

You will be part of a successful and rapidly growing company, with an open and supportive environment. Some other benefits include:

• Uncapped commission plan
• Large free car park in our Nottingham office
• Local transport links that stop directly outside of our building
• Bike racks, onsite showers and lockers for those who like to cycle to work
• Employee assistance programme
• Death in Service benefit
• 25 days holiday plus 8 days bank holidays
• 3% pension
• Personal and career development opportunities

You must not have a criminal record and will be required to undergo a DBS check (Disclosure and Barring Service) and Credit Reference Check.