Customer Service Advisor

Parkside; England; Hybrid; GBP 10,000 - 40,000; Full time

Job summary

A forward-thinking financial services company in Milton Keynes is seeking a Collections Advisor to resolve outstanding balances through phone, SMS, email, and chat. The role emphasizes handling difficult conversations with empathy, ensuring compliance with FCA regulations. Candidates should have prior experience in collections or customer service, excellent communication skills, and strong PC literacy. Offering competitive salary, hybrid working, and a comprehensive benefits package, this position provides ample opportunities for career growth.

Benefits

Flexible working arrangements

Comprehensive benefits including healthcare

Discounted gym memberships

Regular training opportunities

Qualifications

• Experience in customer service or collections is essential.
• Understanding of treating customers fairly principles.
• Ability to prioritize and work under pressure.

Responsibilities

• Engage with customers to resolve outstanding balances.
• Communicate through phone, SMS, email, and chat.
• Advise customers with empathy regarding financial difficulties.
• Maintain professionalism in all interactions.

Skills

Previous experience in a collections role

Understanding of FCA regulations

Excellent verbal and written communication skills

Strong PC literacy

Ability to handle difficult conversations

Tools

Microsoft Office

Job description

Customer Service Advisor / Collections Advisor

MUST HAVE FCA / Financial Services Experience

Location: Milton Keynes (Hybrid Working)

Salary: Competitive + Excellent Benefits

Hours: Monday Friday, 8:30am 5:30pm (1 in 4 Saturdays, 9am 1pm)

An exciting opportunity has arisen for a Collections Advisor to join a forward-thinking, high-growth business based in Milton Keynes.

This dynamic organisation is reshaping the way customer support operates within consumer finance. With a strong emphasis on empathy, technology, and compliance, they are looking for someone who can confidently navigate challenging conversations and turn them into positive outcomes for both the business and the customer.

The role

The successful candidate will be responsible for engaging with customers across multiple channels phone, SMS, email, and chat to resolve outstanding balances in a professional, compliant, and customer-focused manner. Whether it s providing support to those facing financial difficulties or simply guiding customers through tailored repayment options, the Collections Advisor plays a key role in helping people get back on track.

Key responsibilities include:

• Making outbound and receiving inbound calls to discuss and resolve overdue payments
• Communicating with customers through digital platforms such as SMS, email, and online chat
• Advising customers in financial difficulty with care and understanding, offering practical, FCA-compliant solutions
• Making informed decisions that balance customer circumstances with business requirements
• Maintaining a high standard of service and professionalism in every interaction
• Ensuring full adherence to internal policies and regulatory standards
• Supporting wider business teams where needed

The ideal candidate will have:

• Previous experience in a collections, credit control, or similar customer service role
• A strong understanding of FCA regulations and Treating Customers Fairly principles
• Confidence in handling difficult conversations with empathy and resilience
• Excellent verbal and written communication skills
• Strong PC literacy, including Microsoft Office
• The ability to prioritise tasks, work under pressure, and maintain attention to detail
• A positive attitude, team spirit, and the drive to go above and beyond

What s on offer:

• Competitive salary with genuine opportunities for progression
• Flexible hybrid working arrangements (split between home and office)
• Comprehensive benefits package including private healthcare and discounted gym memberships
• A collaborative and supportive culture that values innovation, inclusion, and development
• Regular training and a clear pathway to grow your career within financial services

All applicants will be subject to basic criminal record and credit checks in line with UK government pre-employment screening standards.

This is more than just a collections role it s a chance to be part of a business that values people, embraces innovation, and is on an exciting journey of growth.

Apply now to be part of a team that s passionate about making a difference in people s lives.