Telephone Collections Agent

TipTopJob; South Yorkshire; Hybrid; GBP 24,000 - 26,000; Full time

Job summary

An established industry player is seeking motivated Telephone Collection Officers to enhance their contact centre team. This full-time role offers a dynamic work environment where your communication skills and problem-solving abilities will shine. You will engage with customers, negotiate payment arrangements, and provide support to those in financial difficulty. With a focus on empathy and effective communication, you will play a crucial role in helping customers navigate their financial obligations. Enjoy a competitive salary, attractive bonuses, and a range of benefits including hybrid working options. If you're ready to make a difference, this is the opportunity 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

Qualifications

• 2+ years in customer service or contact centre roles.
• Strong communication and negotiation skills required.

Responsibilities

• Answering calls from customers regarding payments.
• Negotiating payment arrangements and handling queries.

Skills

Customer service experience

Excellent communication skills

Problem-solving ability

Negotiation skills

Office administration experience

Active listening skills

Ability to work in a fast-paced environment

Confidence in dealing with difficult customers

Comfortable using technology

Job description

Pay: GBP 24,000 - GBP 26,000 (depending on experience) + Commission. OTE GBP 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, motivated, engaging, and influential, then this could be the role for you.

Key Responsibilities as a Telephone Collections Agent

1. Answering calls from customers who 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. Negotiating with customers on live chats.
4. Taking payments.
5. Completing basic affordability checks and income and expenditure forms.
6. Negotiating payment arrangements where a customer cannot pay in full.
7. Identifying vulnerable customers.
8. Signposting customers with financial difficulties to non-profit debt advice agencies.
9. Handling customer queries and disputes.
10. Updating accounts and ensuring all notes are correct on 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. Ability to work in a fast-paced environment with quick and clear information delivery.
4. Confidence in dealing with customers over the telephone, often in difficult circumstances.
5. Friendly and empathetic, with good active listening skills.
6. Problem-solving ability and providing customers with options in line with guidelines.
7. Confident negotiator to achieve the shortest arrangements to fulfill client requirements.
8. Previous practical office administration experience.
9. Comfortable 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 of Telephone Collections Agent, please apply.