Late Collections Agent

Calor Gas Ltd.; Warwick; Hybrid; GBP 17,000 - 28,000; Full time

Benefits offered by this job

25 days annual leave

Private Medical Insurance

Company Pension Scheme

Life Assurance

Staff discounts on gas bottles

Volunteering day

Retail and shopping discounts

Job summary

Calor Gas Ltd. in Warwick is hiring a Late Collections Agent to manage overdue accounts, negotiate sustainable payment plans, and safeguard customer relationships.

You will liaise with DCAs and legal representatives when needed, maintain accurate records, and contribute to meeting team targets in a supportive environment. The role is permanent, full-time, hybrid, offering a salary up to £28,000 depending on experience, with benefits including pension, private medical insurance, and staff

Qualifications

• Experience in debt collection, credit control, or a similar customer-facing role.
• Excellent communication and relationship-building skills.
• Strong objection-handling and negotiation abilities.
• Resilience and confidence when dealing with challenging situations.
• Ability to work towards individual and team targets.
• Excellent organisational and prioritisation skills.
• High attention to detail and accuracy.
• Proactive approach with the confidence to use your own initiative.
• Collaborative team player.

Responsibilities

• Contact customers with overdue accounts and secure payment in a professional manner.
• Build positive relationships while managing difficult conversations.
• Negotiate and agree sustainable payment arrangements where appropriate.
• Work with DCAs and legal representatives to resolve debt.
• Maintain accurate customer records and ensure data accuracy.
• Escalate issues impacting debt recovery and coordinate with stakeholders.
• Identify changes in payment behaviour and take proactive action.
• Meet individual and team targets while delivering high-quality service.
• Contribute ideas to improve processes and customer experience.

Skills

Debt collection experience

Excellent communication

Negotiation abilities

Resilience under pressure

Targets orientation

Organisational skills

Attention to detail

Initiative

Collaborative team player

Tools

SAP

Salesforce

Job description

Late Collections Agent

The Point, Warwick
Permanent, Full-time, Hybrid
Salary: up to £28,000 (Dependent on experience)

Are you a confident communicator who thrives on solving problems and building positive customer relationships? Do you have the resilience to handle challenging conversations while delivering excellent customer service?

We're looking for a Late Collections Agent to join our Collections team. In this role, you'll help customers manage outstanding balances, identify suitable payment solutions, and support positive outcomes for both customers and the business.

This is an excellent opportunity for someone with collections, credit control, customer service, or account management experience who enjoys working in a fast-paced environment and achieving targets as part of a supportive team.

What you'll be doing

As a Late Collections Agent, you'll:

• Contact customers with overdue accounts and work with them to secure payment in a professional and respectful manner.
• Build positive relationships with customers while managing potentially difficult conversations.
• Negotiate and agree sustainable payment arrangements where appropriate.
• Work with external partners, including Debt Collection Agencies (DCAs) and legal representatives, to resolve outstanding debt.
• Maintain accurate customer records and ensure account information is always up to date.
• Escalate issues that may impact debt recovery and collaborate with internal stakeholders to find solutions.
• Identify changes in customer payment behaviour and take proactive action where required.
• Meet individual and team performance targets while delivering a high standard of customer service.
• Contribute ideas to improve processes, customer experience, and team performance.

What we're looking for

Essential

• Previous experience in debt collection, credit control, customer service, or a similar customer-facing role.
• Excellent communication and relationship-building skills.
• Strong objection-handling and negotiation abilities.
• Resilience and confidence when dealing with challenging situations.
• Ability to work towards individual and team targets.
• Excellent organisational and prioritisation skills.
• High attention to detail and accuracy.
• Proactive approach with the confidence to use your own initiative.
• A collaborative team player who enjoys working towards shared goals.

Desirable

• Experience working within a debt collection or credit control team.
• Knowledge of SAP and/or Salesforce.
• Experience working with third-party collections agencies.

Shift Pattern

Our team operates a rotating shift pattern:

• Core shift: 08:30 to 17:00
• Early shift: 08:00 to 16:30 (approximately 1 in 10 weeks)
• Late shift: 11:30 to 20:00 (approximately 1 in 10 weeks)
• Saturday shift: 09:00 to 13:00 (approximately 1 in 10 weeks)
• One Bank Holiday per year

What we can offer you

Attractive benefits include:

• 25 days annual leave, plus bank holidays
• Private Medical Insurance
• Company Pension Scheme with matched contributions up to 7.5% (salary sacrifice)
• Life Assurance
• Staff discounts on gas bottles
• One paid volunteering day each year for a charitable cause
• Retail and shopping discounts

Why join us?

We're committed to creating a supportive and collaborative workplace where our people can develop their skills and build rewarding careers. You'll join a team that values teamwork, continuous improvement, and delivering great outcomes for customers.

If you're resilient, customer-focused, and motivated by achieving results, we'd love to hear from you.