About the role
Our collections advisors are here to help people get back on track with their payments and reduce the amount of money they owe us. Their role is to collect debts but they put our customers first and help them to find a way to settle their outstanding balances whilst keeping them connected.
Who we look for
We’re looking for people with a natural instinct to help. We know life has its challenges and our customers can find themselves in some pretty tough times. That’s why we’re looking for people with a warm and approachable personality, who have genuine empathy and understanding in difficult situations. Lots of customers are facing financial hardship and upsetting personal circumstances, so you’ll be someone who has a positive outlook.
You’ll be calling people from all walks of life, so you’ll need to be able to quickly build rapport with people, diffuse any tension and put them at ease. You’ll need to adapt your approach to suit each customer and use your negotiating skills to agree payment plans. Attention to detail is also important so all documentation is kept up-to-date.
To be brilliant in this role you’ll need to
- be assertive and confident on the phone
- have strong negotiating skills balanced with empathy and understanding
- have experience working towards targets
- have an ability to work to deadlines
- have intermediate excel skills