Customer Service Representatives (Collections)

Bill Gosling Outsourcing; Glasgow; Hybrid; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Birthday holiday

Clear career path programmes

Referral bonuses

Wellbeing programme

Brand-new office with local discounts

Job summary

Bill Gosling Outsourcing in Glasgow hires a proactive Collections Agent to manage customer accounts with overdue balances, using negotiation and empathy to resolve debts while delivering strong service. You'll handle inbound and outbound contacts across phone, email, chat, and more, documenting interactions and payment arrangements in our systems.

The hybrid role combines in-office collaboration at our Dalmore Street office with remote work.

Qualifications

• Previous collections, debt recovery, or customer service experience preferred.
• Experience handling overdue balances or payment arrangements is an asset.
• Strong verbal and written communication; ability to handle sensitive conversations with empathy.

Responsibilities

• Make and receive inbound and outbound calls and communicate via multiple channels about outstanding accounts.
• Negotiate payment arrangements in line with policies and customer circumstances.
• Support vulnerable customers with tailored solutions and document interactions accurately.
• Follow up on payment plans and maintain records in relevant systems.
• Ensure compliance, confidentiality, and attention to detail in handling financial information.

Skills

Collections exp

Negotiation

Customer service

Communication

Empathy

Tools

Excel

Job description

Join a Team That's Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We're looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!

As a Collections Agent, you will be responsible for managing customer accounts with outstanding balances and working with customers to resolve overdue or outstanding debts. You will provide a high standard of customer service while using effective communication, negotiation, and problem-solving skills to understand each customer's circumstances and identify appropriate solutions.

You will handle inbound and outbound customer contacts, negotiate and establish suitable payment arrangements, support vulnerable customers, and take appropriate follow-up actions to bring accounts to resolution. You will also be responsible for accurately documenting customer interactions, account activity, and payment arrangements in the relevant systems.

What You'll Do:

• Make and receive inbound and outbound calls and communicate with customers through telephone, email, chat, SMS, and website channels regarding outstanding accounts.
• Contact customers regarding overdue balances, missed payments, and outstanding debts, while maintaining a professional and empathetic approach.
• Provide excellent customer service while working toward the resolution and collection of outstanding accounts.
• Understand the customer's circumstances and identify appropriate solutions to help resolve their account.
• Negotiate payment arrangements and repayment plans in line with applicable policies and procedures.
• Support vulnerable customers, recognizing their individual circumstances and tailoring the customer journey where appropriate.
• Review account information thoroughly and use available tools and resources to determine the most appropriate course of action.
• Respond to customer inquiries, concerns, and requests while balancing customer needs with the requirements of the collections process.
• Follow up on outstanding accounts and agreed payment arrangements to support timely resolution.
• Accurately document all customer interactions, account updates, commitments, and payment arrangements within the relevant systems.
• Maintain a high level of compliance, confidentiality, and attention to detail when handling customer and financial information.
• Understand our clients' products, services, and account processes to provide accurate information and appropriate solutions.
• Collaborate with colleagues and other teams to resolve customer queries and improve the overall collections and customer experience.
• Meet relevant quality, productivity, and collections performance expectations.
• Perform other duties as assigned.

Additional Details

Work Model: Hybrid (combination of in-office and remote work)

Hours: Monday - Friday 8:30am - 5:30pm (37.5 hour & 40 hour contracts available)

Pay Rate: £12.75 per hour/ £26,520 per annum, based on a 40-hour work week

Office Location: 310 St Vincent Street, Dalmore House, Glasgow, G2 5RU (Our brand new office)

What Are We Looking For?

• Previous collections, debt recovery, credit control, or customer service experience is highly desirable.
• Experience handling outstanding balances, arrears, payment issues, or payment arrangements is an advantage.
• Previous experience in a finance, banking, credit, collections, or contact centre environment is an asset.
• Strong verbal and written communication skills, with the ability to communicate confidently and professionally with customers.
• Negotiation and influencing skills, with the ability to have sensitive conversations about outstanding payments.
• Empathetic and compassionate approach, particularly when supporting vulnerable customers or customers experiencing financial difficulties.
• Strong problem-solving and decision-making skills, with the ability to identify appropriate solutions for customers.
• Excellent attention to detail and organizational skills when reviewing account information and maintaining accurate records.
• Ability to remain professional and resilient when handling challenging or sensitive customer conversations.
• Ability to work independently, manage time effectively, and prioritize workload in a fast-paced environment.
• Computer literate and proficient in Microsoft Office/Google Suite, including Excel and Word.

What Do We Offer?

We offer more than just a role - we provide a supportive environment where your growth, wellbeing, and success matter. When you join our team, you'll benefit from:

• Birthday holiday to celebrate your special day
• Clear career path programmes to support your professional development
• Referral bonuses for helping us grow our team
• A comprehensive wellbeing programme
• A brand-new office with access to local discounts

Why Join Us?

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
• Comprehensive Training: We offer extensive paid training to ensure you're equipped for success.
• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.
• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you'll build strong connections.
• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.
• Rewarding Work: Help businesses grow while making a real difference in people's lives!

Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!

Twitter & Instagram: bgocareers

Facebook: Bill Gosling Outsourcing

LinkedIn: Bill Gosling Outsourcing

Website - https://www.billgosling.com/careers

By applying to this position, you acknowledge that you have read and understood Bill Gosling Outsourcing's privacy policy here- https://www.billgosling.com/privacy-policy and consent to the collection, use, and storage of personal information in accordance with the policy.

At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need - just let us know.

Bill Gosling Outsourcing - Where your career thrives!