Collections Advisor

Collections | Leeds | £18,200 - up to £21,200 OTE | 37.5 hours

About the role

Engaging with customers over the telephone, you will be working on behalf of a number of different clients from different sectors such as parking, financial and utilities.

Responsible for making the decision on what is the best route in helping our customers achieve a positive outcome on their outstanding debt balance.

Your role will involve handling customer queries and reviewing arrangements at periodic intervals to make sure they remain affordable.

  • Achieving positive outcomes for customers:
    We believe in empowering our Collections Advisors that’s why we don’t provide scripts and the role is very hands on, where you will be responsible for making the decision on what is the best plan of action in helping our customers achieve a positive outcome on their outstanding debt balance.
  • Going above and beyond for our customers:
    We go above and beyond for our customers and the priority for our Collections Advisors is to offer quality customer service and support.
  • Training Programme:
    You will be enrolled on a 12 week training programme that will refresh your industry specific knowledge on legal procedures and financial regulations. You will then move into the BW Legal Academy, where you will undergo a variety of learning techniques such as mentoring and coaching.
  • BW Legal Academy:
    Once you have completed the Academy training and have a full understanding of our systems you will be signed off by Call Quality before moving into your designated team on the Collections floor. You will receive full support from your Team Leader, Supervisor and Senior who will assist you in accomplishing your career goals.
  • About you

    We are looking for talented, skilled and enthusiastic individuals who are eager to learn and progress in the role, and strive for excellence in every task.

    We welcome applications from hard working and driven people who possess excellent verbal, written and listening communication skills.

    As a professional, friendly and pleasant team player, you will embrace collaborative working within your own team and other departments in the business.

    You will demonstrate an awareness of the professional standards required when working within a regulated law firm and understand the importance of delivering a quality service to our clients.

    Qualifications & experience

    • Experience of working in a regulated environment is desirable but not essential
    • Knowledge in debt recovery sector is desirable but not essential
    • Understanding of regulatory bodies such as the FCA, Financial Ombudsman and OFCOM.
    • 1 year experience of telephone based work or a call centre environment.
    • Experienced in objection handling, applying the concept the TCF in all aspects of their role.
    • Excellent verbal communication skills.
    • Decision making skills.
    • Customer service skills.

    Salary Structure

    Competitive salary starting at £18,200 with regular six month reviews based on performance and length of service to a maximum salary of £21,200.

    Monthly Bonus of up to £280.

    1 in 4 Saturday's paid at time and a half (9am -1pm).

    Due to the high volume of applications it is not always possible to respond every application. If you have not heard from us within 2 weeks, unfortunately you have not been successful with your application on this occasion.

    Interviews are expected to take place on 5th September 2019.

    Apply for this vacancy


    bwlegal health cash plan

    death in service scheme

    25 days holiday + bank holidays

    paid birthday holiday

    employee assistance programme

    my wellness portal

    thrive app

    neyber loans

    my staff shop

    bw1 employee social club

    free parking

    on site subsidised cafe

    holiday exchange scheme