French Speaking Collections Agent

Northreach; Greater London; Remote; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Fully remote work option

West London office access

Job summary

Northreach is seeking a Senior Customer Experience Specialist to join a growing team in the financial services sector. You will resolve overdue accounts with empathy, coach junior colleagues, and help shape customer journeys, including opportunities to leverage automation and AI.

This role is fully remote with a West London office option and requires UK residence. You will focus on clients in French-speaking Europe, delivering a compliant, customer-first experience while meeting performance

Qualifications

• Proven debt collection experience within financial services.
• Experience in a multi-channel contact centre or collections environment.
• Experience working in an FCA-regulated environment.
• Excellent written and verbal communication in English and French.
• Ability to manage multiple customer interactions across digital channels.
• Coaching and supporting newer team members.

Responsibilities

• Engage with customers across email, SMS, live chat and phone with a professional, empathetic experience.
• Primarily serve clients based in French-speaking European countries.
• Manage inbound enquiries and help resolve outstanding accounts.
• Negotiate suitable repayment plans reflecting customers' financial situations.
• Ensure compliance with legislation, regulatory requirements and internal policies.
• Identify opportunities to improve the customer experience using insights from interactions.
• Coach and support newer team members while managing your own caseload.
• Support process improvements and the use of automation/AI in workflows.

Skills

French language

English language

Debt collection

Multichannel support

Regulatory compliance

Coaching

Process improvement

AI/Automation familiarity

Job description

Build better customer experiences. Support customers in finding a way forward. Help a growing team succeed.

This role requires candidates to be fluent in French and English written and verbal.

About the role

We are looking for a Senior Customer Experience Specialist to join a growing team within the financial services sector. In this role, you will support customers in resolving overdue accounts through clear, empathetic and effective communication, helping them find repayment solutions that reflect their individual circumstances.

Alongside managing your own customer caseload, you will play an important role in developing the wider team by coaching and supporting less experienced colleagues. You will also contribute to improving operational processes and customer journeys, including exploring opportunities to use automation and artificial intelligence (AI).

This is an excellent opportunity for an experienced collections professional who combines strong customer service skills with a supportive leadership approach and a commitment to responsible, compliant customer outcomes.

Key responsibilities

• Engage with customers across multiple communication channels, including email, SMS, live chat and telephone, delivering a professional, empathetic and consistent experience.
• Primarily working with clients based in French speaking countries in Europe
• Manage inbound customer enquiries and help customers understand and resolve their outstanding accounts.
• Assess individual customer circumstances, negotiate appropriate outcomes and guide customers towards sustainable resolutions.
• Agree and support suitable repayment plans that reflect customers' financial situations while meeting regulatory and business requirements.
• Communicate transparently and respectfully, building trust and maintaining high standards of customer care.
• Ensure all activities comply with applicable legislation, regulatory requirements, internal policies and procedures.
• Use insights gained from customer interactions to identify tailored solutions and opportunities to improve the customer experience.
• Support continuous learning and development by participating in training and keeping up to date with industry practices.
• Coach and support newer team members, sharing knowledge and helping the team grow while maintaining responsibility for your own caseload.
• Work with management to improve operational processes and customer workflows, including the effective use of automation and AI.
• Consistently meet and exceed individual performance targets and key performance indicators.

About you

You are a proactive, customer-focused professional with experience in collections and a strong understanding of the importance of treating customers fairly. You can manage competing priorities, communicate confidently across digital channels and negotiate practical solutions with empathy and professionalism.

You are also comfortable sharing your knowledge, supporting colleagues and contributing to the development of a growing team.

Essential skills and experience

• Proven experience in debt collection or collections within the financial services sector.
• Experience working in a multi-channel contact centre or collections environment.
• Experience working within an FCA-regulated environment, with a working knowledge of relevant regulatory requirements.
• Excellent written and verbal communication skills, with the ability to adapt your approach to different customer needs.
• Demonstrated ability to manage multiple customer interactions simultaneously across digital channels.
• Strong negotiation, problem-solving and critical-thinking skills.
• High proficiency in web-based customer service platforms, systems and documentation tools.
• A self-motivated, resourceful and adaptable approach, with the ability to respond to changing business priorities.
• The ability to coach and support less experienced colleagues while managing your own customer caseload.
• A working knowledge of AI and its potential applications in the workplace is desirable, but not essential.

This role offers the opportunity to make a meaningful difference to customers, contribute to a growing team and help shape more effective customer and operational processes in a changing financial services environment.

This role is fully remote with an option to occasionally work from offices in West London

You must reside in the UK and have full right to work.

You must be Fluent in French and English to be successful in this role