Customer Service Agent

Liberis; Nottingham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A financial technology firm in England is seeking a Collections Agent to proactively support customers struggling with repayments. You will engage directly with customers, offering tailored solutions and ensuring a respectful relationship. The ideal candidate will possess strong communication skills and relevant experience in collections or customer service. This role operates under a hybrid work model where team members are encouraged to be in the office at least three days a week.

Qualifications

• Great communicator driven by doing the right thing for customers.
• Ability to build rapport quickly and manage sensitive conversations.
• Keen eye for detail and confidence to suggest improvements.

Responsibilities

• Monitor customer accounts to spot missed payments early.
• Reach out to customers via phone and email to discuss repayment.
• Investigate why accounts have fallen behind using data.

Skills

Fluent in the English language

Experience in a collections or customer service role

Strong organisational skills

Calm and confident phone manner

Proficiency in Excel

Integrity and resilience

Proactive approach to problem-solving

Job description

Overview

Liberis is on a mission to supercharge the power of small businesses all over the world - delivering the financial products they need to grow through a network of global partners. Before all else, Liberis is a technology company, connecting finance with small businesses. We use data to help partners understand their customers’ real time needs and tech to offer tailor-made funding and financial products. Empowering small businesses to grow and keep their independent spirit alive is central to our vision. Up to now we have funded almost 50,000 small businesses with over $3bn - but we believe there is much more to be done.

The Team

We’re the Collections team - a dedicated, compassionate group focused on supporting customers through moments of financial difficulty and helping them get back on track. Based across the UK, Sweden, Germany, and the US, we work together to deliver thoughtful, solutions-focused service.

The Role

As a Collections Agent, you\'ll play a key role in proactively engaging with customers, understanding their situations, and working with them to find solutions that support repayment while maintaining a strong, respectful relationship.

You’ll be the voice of Liberis for customers who are struggling - providing reassurance, clarity, and support, all while managing risk and ensuring a healthy receivables book.

What You’ll Do

• Proactively monitor customer accounts to spot missed payments or inactivity, identifying opportunities to re-engage early.
• Reach out directly to customers via phone and email to understand their circumstances and offer tailored solutions that support repayment and financial recovery.
• Investigate and problem-solve why accounts have fallen behind, using tools and data to identify trends and opportunities for action.
• Maintain a positive and professional tone in every interaction — even when conversations are tough — to build trust and show customers we’re here to help.
• Send legal letters where appropriate to customers we haven’t been able to contact, ensuring communication remains clear and consistent.
• Support wider goals by helping manage default volumes and minimising the number of cases that need to be escalated to external debt collection.
• Champion fair treatment of customers, reflecting Liberis’ values in every decision you make.
• Take ownership of your daily workload with autonomy, but also enjoy the support of a collaborative, high-energy team.

What You’ll Bring

We’re looking for someone with both empathy and efficiency - a great communicator who’s driven by doing the right thing for customers and the business.

• Fluent in the English language.
• Experience in a collections or customer service role, ideally in SME or financial services.
• A calm, confident phone manner - with the ability to build rapport quickly and manage sensitive conversations.
• Strong organisational skills and the ability to prioritise independently.
• Proficiency in Excel and comfort working with data to guide your actions.
• Integrity, resilience, and a proactive approach to problem-solving.
• A keen eye for detail and the confidence to suggest improvements to our processes.

What happens next?

Think this sounds like the right next move for you? Or if you’re not completely confident that you fit our exact criteria, apply anyway and we can arrange a call to see if the role is fit for you. Humility is a wonderful thing, and we are interested in hearing about what you can add to Liberis!

Our hybrid approach

Working together in person helps us move faster, collaborate better, and build a great Liberis culture. Our hybrid working policy requires team members to be in the office at least 3 days a week, but ideally 4 days. At Liberis, we embrace flexibility as a core part of our culture, while also valuing the importance of the time our teams spend together in the office.