Debt Collections Officer

£22500 - £29500 per annum, Benefits: Salary Review, Increasing Annual Leave, Health Benefits and Family Support, Season Ticket Loan, Cycle to Work, Vouchers and Disc
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.
Are you a resolution focused debt management professional who thrives to deliver high quality and efficient customer service?
Do you demonstrate an empathetic and considered approach when dealing with escalated customer enquiries?
CCP has been asked by an established housing association to assist them with appointment of several Debt Collections Officers to join their ambitious debt recovery team. Within this award-winning contact centre, you will be expected to maximise and sustain rental income and other debts by carrying out collection and arrears prevention activity.

You will ensure the most appropriate prevention and collection strategies are in place to avoid homelessness and sustaining tenancies. Through inbound and outbound calls, as a Debt Collections Officer you will agree and monitor payment plans as well as collecting payments, while offering guidance to both customers and colleagues on the appropriate debt collection and prevention processes (including legal action).

As part of the Income Management Team, you will support the delivery of the debt management strategy through prevention, early intervention, and effective arrears recovery methods. In some cases you may work with various parties (Early Intervention Officers, Housing Services, Tenancy Sustainment Services) to manage escalated accounts, while taking ownership to reduce legal cases and homelessness where possible. By using data analysis, customer segmentation and profiling tools, you will identify payment patterns to target contacts accordingly and achieve income performance targets.

There are a range of roles within the team depending on your experience. For those with experience handling escalated cases, these work onsite between 8am and 3:30pm, Monday to Friday (starting salary is £26,500 with the opportunity to increase to £29,500 over the first 12 months based on performance). For those newer to debt collection, the shifts would be 8am - 3:30pm, Tuesday to Saturday (£22,500 starting salary, moving up to £25,000).

Essential Experience, Skills, and Knowledge:
  • Customer focused and able to demonstrate high levels of customer service via digital and traditional channels.
  • Experience working in a housing environment.
  • Effective negotiation skills, managing business and customer requirements to reach an agreed solution.
  • Track record of effective problem solving.
  • Able to work under pressure and remaining calm in pressurised environments.
  • Reliable team player who can effectively work in challenging circumstances.
  • Able to prioritise workloads and maintain a high attention to detail to strict deadlines.
  • Willing and flexible to respond positively to challenges.
  • Strong literacy and numeracy skills.
  • Previous call centre/contact centre experience, displaying excellent written and verbal communication skills.

  • Experience working in debt collection call centre.
  • Knowledge of Universal Credit.

  • Salary review based on performance.
  • 28 days annual leave plus bank holidays, increasing over length of service.
  • Pension.
  • Life assurance.
  • Mental health support and eye care support.
  • Family friendly benefits – enhanced maternity, paternity, shared parent leave, adoption, and family friendly hours.
  • Special leave.
  • Sickness absence benefit.
  • Season ticket loan.
  • Cycle to work scheme.
  • Vouchers, reward cards and cashback offered.
  • Free hot drinks.

Apply today if you feel you would be suitable for this role and be considered to work as a Debt Collections Officer. Contact Tim Campion on 0208 989 7779 or for more details.
CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

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