Empathetic Debt Solutions Account Manager (Hybrid)

Made Employment Ltd; England; Hybrid; GBP 21,000 - 30,000; Full time

Job summary

Made Employment Ltd is seeking a Customer Account Manager in the United Kingdom to support customers in challenging financial situations. You will build trust, handle inbound/outbound contact, and help customers find fair, sustainable solutions while delivering high-quality service.

This role offers hybrid working with one guaranteed day at home per week and the potential for up to two additional remote days based on performance.

Qualifications

• Experience in customer service or telephone-based roles is essential.
• Experience in debt collection or negotiation is a bonus but not required; support will be provided.
• Able to work in a fast-paced environment and manage sensitive conversations with care.
• Good IT skills and familiarity with CRM systems are advantageous.

Responsibilities

• Speak with customers via phone and written communication to resolve outstanding balances.
• Agree affordable repayment plans tailored to individual circumstances.
• Set up payment solutions such as Direct Debits or prepayment options.
• Handle sensitive conversations with empathy, professionalism, and confidence.
• Identify and support vulnerable customers, including signposting to relevant support services.
• Keep accurate, clear 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 & respectful

Target-driven

Organised

Tech-literate

Debt collection knowledge

Job description

Made Employment Ltd is seeking a Customer Account Manager in the United Kingdom to support customers in challenging financial situations. You will build trust, handle inbound/outbound contact, and help customers find fair, sustainable solutions while delivering high-quality service.

This role offers hybrid working with one guaranteed day at home per week and the potential for up to two additional remote days based on performance.