Hybrid Collections Specialist – Customer Care & Recovery

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

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.