Telephone Collections Agent

Austin Fraser; Sheffield; On-site; GBP 24,000 - 26,000; Full time

Job summary

An established industry player is seeking a motivated Telephone Collections Agent to join their growing contact centre team. This role offers an exciting opportunity for individuals who excel in communication and problem-solving, engaging with customers to manage their payment obligations effectively. You will be responsible for handling calls, negotiating payment arrangements, and providing support to customers in financial difficulty. The position offers a competitive salary and various benefits, including a pension scheme and performance rewards. If you're looking for a dynamic work environment where your contributions make a real difference, this could be the perfect fit for you.

Benefits

Company pension

Colleague discount scheme

Christmas Savings Scheme

Free on-site parking

Employee Assistance Programme

Birthday holiday allowance

Attractive bonus and incentives

Death in service benefit

Hybrid working options

Qualifications

• 2+ years of customer service or contact centre experience preferred.
• Strong communication and negotiation skills are essential.

Responsibilities

• Handle incoming calls from customers regarding payments.
• Negotiate payment arrangements and assist with financial queries.
• Update customer accounts and ensure accurate records.

Skills

Customer service experience

Excellent communication skills

Problem-solving abilities

Negotiation skills

Office administration experience

Active listening skills

Ability to work in fast-paced environment

Comfortable with technology and software

Job description

Telephone Collections Agent

Pay: £24,000 - £26,000 (depending on experience) + Commission. OTE £35k
Job Type: Full-time 37.5 hours, Permanent
Location: Sheffield

Due to expansion, my client is looking to recruit Telephone Collection Officers to join the contact centre team. If you are a strong communicator, self-driven and motivated, engaging, and influential then this could be the role for you!

Key Responsibilities as a Telephone Collections Agent:

1. Answering calls from customers that owe money to local authority clients, Transport or third parties acting on their behalf.
2. Occasional outbound calls to those who have failed to make payment/contact.
3. Occasionally negotiating with customers on live chats.
4. Taking payments.
5. Completing basic affordability checks and income and expenditures forms.
6. Negotiating payment arrangements where a customer cannot pay in full.
7. Identify vulnerable customers.
8. Sign-post customers with financial difficulties to non-profit debt advice agencies.
9. Deal with customer queries and handle disputes.
10. Update accounts and ensure all notes are correct on our systems.

Skills Needed as a Telephone Collections Agent:

1. Customer service or contact centre experience (2 years preferred).
2. Excellent communication skills - able to interact effectively at all levels.
3. Able to work in a fast-paced environment with the ability to provide information quickly and clearly.
4. Confident in dealing with customers over the telephone - often in difficult circumstances.
5. Friendly and empathetic, with good active listening skills.
6. Ability to problem solve and provide customers with options in line with our client and company guidelines.
7. Confident negotiator to achieve the shortest arrangements to fulfil client requirement.
8. Previous practical office administration experience.
9. Being comfortable in using a variety of technologies and software systems.

Benefits as a Telephone Collections Agent:

1. Company pension.
2. Colleague discount scheme.
3. Christmas Savings Scheme.
4. Free on-site parking.
5. Employee Assistance Programme.
6. Birthday holiday allowance.
7. Attractive bonus, incentives and performance rewards.
8. Death in service benefit.
9. Hybrid working (subject to reaching required standards).

If you have the experience and skills needed for the role as a Telephone Collections Agent, please apply.