Recoveries Specialist

Flint Bishop Solicitors; Port Talbot; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading solicitor firm in Port Talbot is looking for a Recoveries Specialist to provide compassionate support in debt recovery. You will handle customer queries through various channels and negotiate repayment plans. Ideal candidates possess strong communication skills and experience in customer service. The role offers a competitive salary, performance-related bonus, and benefits like extra days off and professional development opportunities. Join a supportive team focused on delivering excellent customer service.

Benefits

Competitive salary increasing with service

Performance-related bonus

Free parking

Generous holiday entitlement

Team social events funded

Qualifications

• Strong communication skills essential for customer interaction.
• Ability to show empathy and understanding towards customer situations.
• Experience in a customer-facing role preferred.

Responsibilities

• Deliver outstanding customer service and resolve disputes effectively.
• Negotiate repayment plans as necessary.
• Diagnose and resolve customer disputes efficiently.

Skills

Strong communication and interpersonal skills

Empathy and understanding

Resilience and adaptability

Passion for helping others

Customer service experience

Job description

Are you ready to make a positive impact on people's lives?

At Flint Bishop, we're committed to helping individuals regain control of their finances. As a Recoveries Specialist in our debt recovery department in Swansea, you'll play a vital role in our mission by providing compassionate and effective support to our customers.

The Recoveries Specialist handles high volumes of outbound and inbound calls to resolve challenging customer queries and overdue monies owed to our clients. You'll approach each interaction with empathy, providing guidance and support to customers, of whom some may be vulnerable. We will work with you to develop your skills to handle all calls to achieve fair outcomes. The role is onsite, working 5 days per week at our Swansea offices. Reporting to the Head of Recoveries. Hours of Work Mon‑Fri 37.5 hours per week (flexibility may be needed depending on client workloads).

Key Responsibilities

• Deliver outstanding customer service, with a focus on resolving consumer customer queries and disputes regarding their overdue accounts; taking ownership of customers to prevent repeat contact.
• Be flexible to meet customer demand through a variety of contact channels such as Voice, Webchat, and Email, both inbound and outbound.
• Contribute to deliver objectives and be flexible to agreed business targets (including cash collection, customer satisfaction, complaints, quality, and compliance).
• Identify and understand customer needs to provide a consistently high‑quality service.
• Investigate, resolve, and process customer enquiries to deliver customer value at first point of contact.
• Effectively diagnose, investigate, and resolve customer disputes to ensure delivery of an efficient and effective service to the customer; work with specialist litigation teams to ensure they are handled and resolved in a timely manner.
• Negotiating repayment plans when necessary.
• Understand and adhere to the company and department standards, policies.
• Ability to work as part of a team, sharing best practice, knowledge, resource, and ideas.
• Adhere to the Competence and Training procedures to promote a culture where customers are treated fairly and are properly informed.
• Operate customer related information systems to the required standard to maintain accurate and secure records.
• A genuine passion for delivering Service Excellence, understanding what makes a great customer journey & tailoring your style appropriately.
• Experience in a customer facing role and target driven environment as well as excellent organisational and time‑management skills.
• Demonstrate experience in identifying opportunities for improvement Computer literate to operate customer related information systems.

Skills, Knowledge and Expertise

What You’ll Need:

• Strong communication and interpersonal skills.
• Empathy and understanding.
• Resilience and adaptability.
• A passion for helping others.
• Previous customer service experience (preferred).

Disclosure will be required in the event that a position is offered.

Benefits

Competitive salary increasing 12 months service, plus a performance‑related bonus.

Comprehensive Benefits: Enjoy a range of benefits, including free parking, generous holiday entitlement with options to buy and sell holidays, extra day off for your birthday, onsite business café with baristas, team social events funded.

Career Growth: We’re committed to your professional development. Advance your career through opportunities for promotion and training. We have a dedicated learning and development trainer for the department who will provide full training at the beginning and throughout your employment, supporting you with training and guidance on resolving complex and challenging caseloads.

Be committed but patient with the journey. Career progression opportunities are available and our business is growing. You must show that you can master the Recoveries Specialist role and fully understand it to open up conversations about promotion or progression – we will work with you on your development.

Positive Work Environment: Be part of a supportive team that values collaboration and teamwork.