Collections Agent

Location: Leeds 
Hours: 37.5 per week (one in four Saturday shift paid at time and half)
Salary: £18,200 – £23,000 OTE

BW Legal is an award winning law firm with extensive experience in consumer and commercial sectors, our client base ranges from debt purchasers to financial institutions. We provide high quality, technology-based, volume and complex debt recovery and litigation services. We are one of the fasting growing Debt Recovery Firms in the UK, and are on our way to becoming an industry leader through extensive growth and success.

Through this growth we are constantly progressing our colleagues to ensure they achieve their career goals by both training and upskilling and also ensuring we foster a culture of promotion from within. Be it moving into collections management or transferring to an area of the business that you wish to be in, at BW Legal we support you to be the best!

Job Role

As a Collections Agent, you will be responsible for engaging with customers over the telephone and helping them achieve a positive outcome on their outstanding debt balance whether that is agreeing an affordable and sustainable payment arrangement based upon their current circumstances or discussing the other options available to them such as support from free independent advice organisations. Your role will involve handling customer queries and reviewing arrangements at periodic intervals to make sure they remain affordable.

As a firm dual regulated by the SRA and the FCA we take pride in providing an excellent customer journey and our approach to treating customers fairly. This involves treating each customer with respect, recognising those who may be suffering with Financial Hardship or other vulnerability which could be impacting their ability to manage their finances.

Qualifications & Experience

  • Previous experience of
    • Collections and/or a telephony environment; and
    • Working in a SRA or FCA regulated industry, desirable but not essential.

Attributes and Behaviours

  • Driven attitude. 
  • Strong team focussed work ethic.
  • Demonstrable desire to succeed and be passionate in dealings with customers and clients.   
  • Demonstrate a passion to be part of a management team committed to continuous improvement.
  • Excellent communication skills and confident with all means of communication. 
  • Maintains a professional image at all times. 
  • Demonstrates an awareness of the professional standards required when working within a regulated law firm and the importance of delivering a quality service to our clients. 
  • Values Health and Safety and shows a commitment to ensuring a safe working environment. 
  • Values diversity and shows commitment to equality of opportunity.

Specific Tasks and Responsibilities

  • Demonstrates good customer service skills while initiating outbound calls and receiving inbound calls from customers while adhering to company policies and procedures.
  • Treating customers fairly by providing a first class service to understand and deal with customer account queries.
  • Maintains up-to-date customer account details using the collections database systems.
  • May be required to support other queues to facilitate teamwork in the department.
  • Escalates and assists other team members with calls as needed.
  • Other duties as assigned.

What we offer

A very competitive annual salary, starting at £18,200, then based on length of service and KPI achievement the salary increases to £18,700 after successful completion of your probation, and after 12 months a further increase to £19,200.

In addition, there is the opportunity to develop to a Multi-Channel Agent (£20,200) and on to a Senior Agent (starting on £21,200)

With a monthly bonus of up to £280 as a Collections Agent!

Plus Saturday shifts are paid at time and half (eligibility after probation period)

The amount earned is based on your own quality assurance and call excellence results, so you are in control, with an earning potential OTE up to £23,000 per annum

PLUS you will receive

  • Free parking
  • 25 days’ holiday + bank holidays
  • Contributory pension
  • Health Care Plan (following completion of probationary period)
  • Staff Social Club
  • Excellent office facilities – including games consoles, charging zones, internet use zones with tablets provided, chill out room and canteen games tables
  • On-site canteen subsidised by the company
  • Employee incentives – Reward and recognition schemes
  • Excellent career progression opportunities
  • An L&D department to assist you reaching your potential

Shift Patterns

The office hours run between 8am and 8pm. Shift patterns work on the following basis –

  • 8am – 4pm
  • 9am – 5pm
  • 10am – 6pm
  • 11am – 7pm
  • 12pm – 8pm
  • 1 in 4 Saturdays – hours 9am – 1pm

Please note that successful applicants will be required to undertake a criminal record check.