Senior CX & Collections Lead - Remote UK

InDebted; Greater London; Hybride; GBP 40 000 - 60 000; Plein temps

Résumé du poste

InDebted, a UK-based team, seeks a Senior Customer Experience Specialist to support customers on repayment journeys, manage your own caseload and coach newer specialists. You'll collaborate with operations, compliance, product and analytics to improve cases, workflows, and regulatory compliance, reporting to the Director of Compliance and Operations.

Remote (UK-based) role with London-based team meetings. Prior experience in debt collection, FCA-regulated settings, and strong written

Qualifications

• Experience handling multi-channel customer conversations in a fast-paced environment.
• Proven debt collection or financial services collections experience.
• Experience operating in an FCA-regulated environment and knowledge of relevant requirements.
• Ability to manage several conversations simultaneously across digital channels.
• Excellent written communication and ability to explain complex information clearly.
• Strong problem-solving skills and comfort with data and customer insights.

Responsabilités

• Talk with customers by email, SMS, live chat and phone, keeping conversations professional and empathetic.
• Understand each customer's situation and guide them to a fair resolution.
• Help customers agree repayment plans compliant with regulatory and company requirements.
• Explain options and outcomes clearly so customers know where they stand.
• Coach and support newer specialists while managing your own caseload.
• Escalate cases to colleagues in operations, compliance, product and analytics when needed.
• Suggest better solutions and workflows using learnings from conversations, including automation and AI.
• Contribute to best-practice playbooks and stay current through training.
• Meet and exceed key performance metrics.

Connaissances

Multi-channel support

Debt collection experience

FCA-regulated compliance

Strong written communication

Data analysis / customer insights

CRM proficiency

Coaching / mentoring

Time management / multitasking

Adaptability

Formation

Customer experience training

Outils

CRM systems

Contact centre platforms

Web-based tools

Description du poste

InDebted, a UK-based team, seeks a Senior Customer Experience Specialist to support customers on repayment journeys, manage your own caseload and coach newer specialists. You'll collaborate with operations, compliance, product and analytics to improve cases, workflows, and regulatory compliance, reporting to the Director of Compliance and Operations.

Remote (UK-based) role with London-based team meetings. Prior experience in debt collection, FCA-regulated settings, and strong written