Customer Service Executive - Collections Nottingham, United Kingdom

Liberis Limited; Nottingham; On-site; GBP 24,000 - 32,000; Full time

Job summary

Liberis Limited in Nottingham is seeking a Customer Service Executive - Collections to join our in-house collections team. You will monitor receivables, engage with customers by phone and email, and help steer accounts back to good standing while upholding our commitment to fair customer treatment.

The role requires self-management, excellent communication, and the ability to identify process improvements. We operate a hybrid work model, with in-office presence several days a week to collaborate

Qualifications

• Experience in a collections environment, preferably SME-focused.
• Ability to self-manage and prioritise tasks.
• Strong communication with customers at all levels.
• High integrity and ethical behaviour.
• Excellent attention to detail and accuracy.
• Identify and propose process improvements.

Responsibilities

• Conduct daily monitoring of receivables to identify underperforming customers.
• Investigate root causes of inactivity and propose rehabilitation strategies.
• Direct engagement with customers via phone and email to regain engagement.
• Escalate with legal letters when necessary to improve collection outcomes.
• Help control default volumes and reduce need for debt collection.
• Champion fair treatment of customers in all actions.

Skills

Collections experience

Self-management

Interpersonal communication

Integrity

Attention to detail

Process improvement

Tools

Excel

Job description

Customer Service Executive - Collections

Nottingham, United Kingdom

At Liberis, our mission is to empower small and medium-sized businesses by removing finance as a friction to growth, delivering contextual, embedded financial solutions to support merchants at every stage of their business lifecycle.

The team

We are the Collections team! A dedicated group with a clear mission: to assist customers facing financial challenges and guide them back to good standing wherever possible. With team members based in the UK, Sweden, Germany and the US, we are looking for an enthusiastic Collections Agent to join our rapidly growing global Collections team and support Liberis' growth in the UK market!

Who are you?

As a Collections Agent, you'll take the helm in our in-house collection process, steering a diverse receivables book toward success. Your mission: to maintain impeccable standards of accuracy and timeliness, driving up collection rates while ensuring every customer enjoys a top-notch experience.

Responsibilities

• Conducting daily monitoring into our receivables book to uncover underperforming and inactive customers, using your sharp analytical skills to identify patterns and opportunities.
• Solving puzzles: diving deep in to the why behind customer inactivity, utilising a variety of resources to uncover the most efficient solutions for rehabilitating these customers
• Direct engagement: connecting directly with our customers through daily phone calls and emails, bringing energy and enthusiasm to every interactions as you work to reignite their engagement.
• Legal liaison: contacting customers we’ve been unable to reach via legal letters, to ensure our message is clear and our approach is effective.
• Take charge in ensuring that defaulting account volumes stay within budget limits by strategising and implementing tactics to minimise the need for accounts to be sent for Debt Collection.
• Fairness Ambassador: above all, you’ll champion our commitment to treating customers fairly, ensuring that every action you take reflects the Liberis behaviours and strengthens our customer relationships.
• Thrive in an environment that encourages independent decision-making and have the autonomy to manage and prioritise your daily workload, while always having the support of your team and line managers.

We think you’ll need

We're seeking a dynamic individual with a blend of skills and experiences that will make them an invaluable asset to our team:

• Demonstrated experience within a collections team, preferably in SME collections.
• A proven ability to self-manage and prioritise tasks effectively.
• Excellent interpersonal communication skills, enabling seamless interactions with individuals at all levels.
• High level of integrity in all actions and decisions.
• Proficiency in Excel.
• Keen attention to detail to ensure accuracy and precision in all tasks.
• Ability to identify and propose improvements to processes and procedures.

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.