Empathetic Debt Resolution Specialist (Hybrid)

Made Employment Ltd; Greater London; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid work

Guaranteed WFH day

Performance-based extra remote days

Job summary

Made Employment Ltd is seeking a Customer Account Manager to take ownership of customer accounts, including those in arrears, and help customers find fair, sustainable repayment options while delivering first-class service.

You'll work in a hybrid environment with one guaranteed day working from home each week and potential for two additional remote days based on performance, in a structured, regulated setting.

Qualifications

• Experience in customer service or telephone-based roles is essential.
• Experience in debt collection or negotiation is a bonus.
• Hybrid working environment with a home-working option.

Responsibilities

• Speak with customers by phone and written communication to resolve outstanding balances.
• Agree affordable repayment plans tailored to individual circumstances.
• Set up payment options such as Direct Debits or prepayments.
• Handle sensitive conversations with empathy, professionalism, and confidence.
• Identify and support vulnerable customers, including signposting to relevant support services.
• Keep accurate records across multiple systems.
• Work closely with clients and field teams to achieve the best outcomes.
• Meet performance and quality targets while delivering excellent service.

Skills

Confident communicator

Empathetic

Organised

Attention to detail

IT literacy

Job description

Made Employment Ltd is seeking a Customer Account Manager to take ownership of customer accounts, including those in arrears, and help customers find fair, sustainable repayment options while delivering first-class service.

You'll work in a hybrid environment with one guaranteed day working from home each week and potential for two additional remote days based on performance, in a structured, regulated setting.