Field Collections Agent

Midland Credit Management, an Encore Capital Group Company; Sunderland; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

31 days holiday

Fuel card

Referral bonus scheme

Uncapped monthly bonus

Induction programme

Medicash health plan

EAP

Networking groups

Monthly team events

Moments that Matter awards

Incentives

Job summary

Orbit in Sunderland is seeking a Field Collections Agent to visit customers in their homes, discuss outstanding balances, assess options, and help establish sustainable payment plans. This is a customer‑facing, field‑based role that requires empathy, clear communication, and problem‑solving skills.

You’ll hold a full UK driving licence, have access to your own vehicle, and enjoy a flexible 40‑hour week with shifts from 8:00am to 8:00pm, Monday to Friday.

Qualifications

• Full UK driving licence required.
• Customer‑facing role requiring empathy and good communication.
• Comfortable working independently in the field.

Responsibilities

• Visit customers to discuss outstanding arrears and payment options.
• Manage both regulated and non-regulated accounts.
• Process payments and arrange repayment plans.
• Reconnect customers with client services and support.
• Explain consequences of continued non-payment.
• Update account outcomes using Orbit iPad.

Skills

Driving licence

Customer facing

Independent working

Tools

iPad

Job description

Start Date: 11 January 2027

Location: Sunderland - Applicants will travel up to 90 minutes (approximately) from their home address to visit our customers.

Salary & Rewards

• £28,665 per annum (based on a 40-hour week)
• £4,200 annual car allowance
• Uncapped monthly bonus
• Minimum earning potential: £32,865 per annum (including car allowance)
• No warrant work involved

Is this role for you?

Do you:

• Hold a full UK driving licence and have access to your own vehicle?
• Enjoy working independently, outdoors, and meeting people face-to-face?
• Value flexibility and autonomy in your working day?

If so, we’d love to hear from you.

About the Role

As a Field Collections Agent , you’ll represent Orbit, visiting customers in their homes to help them address outstanding balances and identify sustainable solutions. This is a customer-focused role where empathy, communication, and problem-solving skills are essential.

Your Responsibilities

Working independently, you will:

• Visit customers to discuss outstanding arrears and available payment options.
• Manage both regulated and non-regulated accounts.
• Process payments and arrange suitable repayment plans.
• Reconnect customers with relevant client services and support.
• Explain the potential consequences of continued non-payment.
• Update account outcomes in real time using an Orbit-issued iPad.

Working Hours

• Flexible 40-hour working week
• Shift patterns covering 8:00am to 8:00pm, Monday to Friday
• Option to condense hours into a 4-day working week

Benefits

• 31 days holiday (including bank holidays and December shutdown)
• Fuel card for business mileage
• Referral bonus scheme
• Uncapped monthly bonus scheme (typically £200-£400)
• Comprehensive 4-week induction programme
• Access to Medicash health cash plan
• Employee Assistance Programme (EAP)
• Employee networking groups
• Monthly online team events, competitions, and fundraising activities
• "Moments that Matter" recognition awards
• Additional voucher and prize incentives throughout the year

Essential Requirements

• Clear criminal record
• No CCJs, IVAs, or bankruptcies within the last six years
• Full UK driving licence with no more than six penalty points
• Access to your own vehicle
• Comfortable using technology and working independently in the field

Important Information

As Orbit operates within a regulated environment, all successful candidates will be required to undergo:

• A basic criminal records check
• A credit check

Please note we are unable to progress applications where a CCJ, IVA, or bankruptcy appears on a credit file, or where applicants do not have the right to work in the UK.