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A leading energy firm is seeking a Collections Agent to effectively manage customer debt in a hybrid working environment. The role involves resolving overdue invoices, negotiating payment solutions, and maintaining accurate customer records. The ideal candidate will possess strong communication and negotiation skills, with experience in debt collection or a customer service setting. A supportive team environment is provided alongside a competitive salary and attractive benefits package, including annual leave and medical insurance.
Collections Agent
Tachbrook Park, Warwick
Permanent, Full-time, Hybrid
£25,185 - £27,500 (Dependent on experience)
We are looking for a motivated and resilient Customer Debt Specialist to join our team. This role is key to supporting both our customers and the business by managing customer debt, recovering overdue invoices, and delivering positive outcomes through professional and effective customer engagement.
You’ll be responsible for contacting customers, navigating challenging conversations, and negotiating payment solutions, while working closely with internal teams and external partners. This is a fast-paced, target-driven role that would suit someone who enjoys problem-solving, building rapport, and making a real impact.
Core hours: 8:30am – 5:00pm, Monday to Fridayb>
Additional rotational shifts:
One in seven Saturdays: 9:00am - 1:00pm
One in seven Early shift: 8:00am – 4:30pm
One in seven Late shift: 11:30am – 8:00pm
Proactively contact customers to resolve overdue invoices, handling objections confidently and professionally
Negotiate and agree payment plans where appropriate, ensuring compliance with company policy
Work with third‑party partners such as Debt Collection Agencies and Legal partners to support debt recovery
Follow established policies, processes, and procedures, while identifying opportunities to improve how we work
Maintain accurate and up-to-date customer records to provide clear visibility across the business
Respond to customer queries and call‑backs in a timely and professional manner
Escalate complex queries or issues that may prevent debt recovery
Monitor customer payment behaviour and identify deteriorating trends, ensuring appropriate credit checks are completed
Manage your allocated stage of the debt journey and prepare accounts for progression where required
Keep your Team Lead informed of risks, issues, or emerging trends
Report key performance indicators on a monthly basis
Essential
Experience in debt collection and/or a customer service environment
Strong communication skills, with the ability to engage customers and handle challenging conversations
Confident objection-handling and negotiation skills
Resilient, hard‑working, and comfortable working in a target‑driven environment
Well organised, with strong attention to detail and the ability to prioritise workload effectively
Proactive and able to use initiative to drive activity
A strong team player who contributes to shared goals and KPIs
Ability to identify opportunities to improve processes and customer outcomes
Desirable
Experience working within a debt collection team
Knowledge of SAP and Salesforce
A supportive team environment with clear performance expectations
Opportunities to develop specialist debt recovery and negotiation skills
Exposure to a variety of stakeholders across the business
A role where your contribution directly supports both customers and commercial outcomes