A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK, and we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re looking for an opportunity to grow in a friendly environment, we’re looking for you!

We’re flexible, inclusive, committed to your wellbeing, and passionate about you reaching your potential. Let’s grow together …

We are currently recruiting to expand our innovative and energetic team. You will be part of a dynamic team on a mission to revolutionise customer experiences. You must be self-motivated and pride yourself on building excellent relationships with customers.

Career progression is a strength as our highly profitable business continues to grow and invest across all areas, taking our ambitious plans to the next level.

Purpose of the role

The role involves efficiently recovering monies due on consumer portfolios within current regulatory frameworks, through verbal and written communication with customers and third parties. A high level of commitment, self-motivation, and adherence to regulation and policies is required to ensure good outcomes for customers.

Duties and responsibilities

1. Deal empathetically with customers, understanding their circumstances.
2. Examine accounts in arrears and up-to-date accounts; identify vulnerable customers, those in financial hardship, or making complaints, referring to specialists as needed.
3. Handle escalated calls to resolve complex queries and complaints effectively.
4. Understand reasons for financial hardship and make sustainable arrangements.
5. Communicate and monitor payment arrangements in line with company policies and customer affordability.
6. Monitor Judgment / Orders cases to ensure payments are made as ordered.
7. Provide accurate information timely, following company policies.
8. Identify customer needs and take appropriate actions.
9. Manage and update relevant information on databases.
10. Adhere to departmental and HR processes and procedures.
11. Perform tasks within service levels and represent the organisation professionally.
12. Comply with regulations such as FCA, GDPR, etc.
13. Operate on an automated dialling system.
14. Embrace policy changes, use initiative, and aim for the best customer outcomes.
15. Achieve personal objectives and report risks proactively.

About You

Skills

• Excellent communication, empathy, and process challenge skills.
• Ability to use initiative and work effectively in a team.
• Experience in identifying vulnerability, complaints, or underlying issues.
• Adapt communication style as needed.
• Strong problem-solving skills with attention to detail.
• IT skills and system learning ability.
• Calmness under pressure and adaptability.

We encourage you to apply even if you don’t meet all criteria. We value diversity and are excited to hear from passionate individuals. Further details are available in the downloadable Purpose and Performance Profile (PPP).

Our working hours are: Monday 08:00-19:00, Tuesday 08:00-17:00, Wednesday 08:00-19:00, Thursday 08:00-17:00, Friday 08:00-17:00, Saturday 09:00-13:00. We ask for flexibility to work until 19:00 once a week and cover two Saturday shifts every eight weeks. Discuss your preferences during the interview.

Inclusion

As a Disability Confident Employer, we ensure our vacancies are accessible. Contact our recruitment team if adjustments are needed during recruitment.

What we offer

• Generous holiday allowance starting from 25 days, plus days off for your birthday, Christmas Eve, and New Year’s Eve, with options to buy or sell leave.
• Share Save Scheme, Profit-Related Pay, Pension contributions up to 10%, Family Policies, Employee Discounts, Volunteering Day, Life Assurance, and more.

About Us

Flexibility: We promote flexible working arrangements, including working from home.

Be yourself: We value diversity and inclusion, encouraging you to be your whole self at work.

Be heard: Your voice matters through our People Forum and surveys.

Be well: Access resources for wellbeing, including a digital GP, wellbeing team, and discounted gym memberships.

Be better: We support your development with personalized plans and learning opportunities.