Debt Recovery Agent

Phillips & Cohen Associates, Ltd.; Knowsley; Hybrid; GBP 26,000 - 31,000; Full time

Job summary

A debt recovery agency in the United Kingdom is seeking a Debt Recovery Agent to assist customers in paying off their debts through effective communication. The ideal candidate will possess excellent communication skills, a minimum of one year of collection experience, and a strong understanding of vulnerable customers. This position offers a hybrid working pattern with various benefits and a salary range of £26,250 to £30,385 per annum.

Benefits

Cycle to Work scheme

Dental and Health Plans

Company Pension and Life Insurance

Discounts on shopping and more

Free on-site parking

21 days holiday plus 8 bank holidays

Qualifications

• Excellent written and verbal communication skills required.
• Understanding of vulnerable customers and FCA guidelines necessary.
• Minimum of 1 year experience in collections essential.

Responsibilities

• Communicate with customers through calls to assist with debt repayment.
• Ensure customers' best interests are met while meeting KPIs.
• Adapt to changes in working patterns as required.

Skills

Excellent written and verbal communication skills

Understanding of vulnerable customers

Knowledge of FCA guidelines

Good telephone manner

Strong listening skills

Good IT skills

Minimum 1 year of collection experience

Tools

Excel

Job description

Join to apply for the Debt Recovery Agent role at Phillips & Cohen Associates, Ltd.

Salary and Bonus

£26,250 - £30,385 per annum plus non‑contractual bonus.

Job Overview

On a day‑to‑day basis you will communicate with customers through incoming and outgoing telephone calls. You will support customers to pay off their debts in a practical and affordable way, asking questions to understand each customer’s individual circumstances and ensuring their best interests are met. The role requires meeting KPI’s and can be demanding, but it is rewarding when the right outcomes are achieved for customers.

About You

• Excellent written and verbal communication skills
• Understanding of vulnerable customers and how to identify them
• Knowledge of FCA guidelines
• Good telephone manner
• Strong listening skills with the ability to confidently articulate the best outcome for the customer on the spot
• Good IT skills, including proficiency with Excel
• Minimum 1 year of collection experience

Working Hours

Monday‑Friday 9:00 am – 5:30 pm. While the current schedule will remain, there may be future changes to the original shift pattern (alternating 2‑week shifts of Monday‑Friday 8:00‑4:00 and 10:00‑7:00, plus a Saturday every 4 weeks 9:00‑2:00).

Hybrid Working Opportunities

We operate a hybrid working pattern, allowing colleagues to balance office and home work once core competencies are achieved. Reviews occur after 6 months of employment.

Please Note

Successful candidates will be required to undergo a credit check and a DBS check.

Benefits

We offer a range of programmes and benefits to help our people and their families stay healthy and happy, including:

• Cycle to Work and Electric Car schemes
• Dental and Health Plans
• Company Pension, Life Insurance, and Colleague Assistance Programme
• Discounts on shopping, dining, cinema, holidays, and more (e.g., Tesco, Ikea, ASOS, Nike, TK Maxx, BooHoo, JustEat, Deliveroo, B&M, Curry’s, Argos, Primark, Odeon, Pizza Express, Costa Coffee)
• Free on‑site parking, bike storage, and shower facilities
• Opportunities for personal development through a global career path
• 21 days holiday (rising to 25 days) plus 8 bank holidays

Holidays

21 days (rising to 25 days) plus 8 bank holidays.

COVID‑19 Considerations

We follow guidance to ensure the workplace remains COVID safe.