Senior Debt Collections Advisor

Story Terrace Inc.; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading electric vehicle finance company in Greater London is seeking a Customer Service and Debt Collection Agent. This role requires 2 years of debt collection experience, excellent communication skills, and the ability to negotiate and resolve customer issues effectively. You will manage high-volume customer communication and support the needs of customers facing financial difficulties, all while working in a collaborative office setting.

Benefits

Quarterly Bonus

Employee Assistance Program

Discount Clubs

Career Development

Inclusive Environment

Qualifications

• 2 years previous debt collection experience.
• Excellent organisation and conflict resolution skills.
• Comfortable remaining calm and professional under pressure.

Responsibilities

• Act as the first point of contact for customer service inquiries.
• Handle inbound and outbound customer communication.
• Negotiate payments and manage debt collection.

Skills

Debt collection experience

Excellent communication skills

Negotiation skills

Problem-solving skills

Job description

About WeFlex

WeFlex is at the forefront of the electric vehicle revolution - and our mission is to make electric vehicles accessible - starting with the ride-hailing market (e.g. Uber and Bolt).

We provide ride-hailing drivers with finance to purchase a range of different electric vehicles, from affordable MGs to luxury Mercedes and Teslas. We are growing at a very rapid pace (60% YOY, profitable for the last 2 years) and the fleet and customer base are growing with us, with over 2,000 customers driving cars in our fleet and plans to double this over the next year.

Your Responsibilities

• Customer Contact & Queries
• Act as the first point of contact for customer service and debt collection inquiries.
• Handle inbound and outbound customer communication via telephone, email, SMS, and face‑to‑face.
• Resolve customer queries related to support, complaints, outstanding balances, and payment options or escalation to the appropriate team.
• Debt Collection
• Contact customers with outstanding debts and negotiate payments, through inbound and outbound customer communication via telephone, email, SMS, and inoffice face‑to‑face.
• High volume customer inbound calls 50-70 a day.
• Complete income & expenditure assessments and establish suitable payment plans for customers facing financial difficulties.
• Reduce the arrears % on your segment of the arrears book.
• Customer Support
• Provide guidance on servicing, licensing, and insurance claims.
• Deliver market‑leading customer service, ensuring inquiries and issues are resolved promptly and empathetically.
• Liaise with internal departments (Fleet/Support, Finance, Sales) to address customer needs effectively.
• Proactively manage queries, escalating issues to managers as required, and ensure adherence to internal processes.
• Ad hoc duties when required.

Must-Have

• 2 years previous debt collection experience.
• Excellent organisation, communication (oral and written) and conflict resolution skills.
• Comfortable remaining calm and professional under pressure, even when the customer is frustrated or upset, in person as well as over the phone or email.
• Strong negotiation, and influencing skills.
• Problem solving skills - the ability to work with customers to find mutually agreeable solutions.
• Ability to work independently and in a team environment.

Nice-to-have skills/knowledge:

• Knowledge of electric vehicles and the ride-hailing industry
• Face-to-face debt collection background
• Proficiency in Arabic, Hindi or Bengali languages

Benefits

• Quarterly Bonus: Up to 10% of your annual base salary, tied to performance metrics.
• Employee Assistance Program: Access to confidential support for personal and professional challenges.
• Discount Clubs: Exclusive access to discounts on a wide range of products and services.
• Career Development: Opportunities for growth within a fast-paced, purpose-driven company.
• Inclusive Environment: Work in a friendly and collaborative office setting in West London.

Other Info

• Working Pattern: In office 5 days a week, Mon‑Fri 9-5:30
• Location: Acton, West London