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Job Title:Â Collections Account Manager
Location:Â Redhill (Hybrid)
Good opportunity in Redhill for someone from a customer services background looking to take the next step and broaden their skills.
Modern office environment and great benefits package.
Role Overview:
- Manage customer accounts, ensuring compliance with regulatory and collections policies.
- Coordinate with internal teams and external parties (e.g., Citizens Advice Bureau, Step Change) to facilitate arrears repayment.
- Meet targets and collaborate with the team to achieve service level agreements and key performance indicators.
- Prepare monthly management information and statistics.
- Assist in General Collections, End of Contract Collections, Fleet Collections, and General Administration.
- Handle queries and complaints efficiently.
- Ensure accounts are processed according to collections procedures before transferring to Recoveries/Litigation.
- Adhere to Treating Customers Fairly (TCF) and Forbearance policies.
Empowerment:
- Manage a portfolio of accounts independently, ensuring high performance and service levels.
- Work towards targets set by the Customer Accounts Supervisor, resolving disputes, negotiating settlements, and explaining charges.
- Report operational issues promptly.
- Promote positive outcomes and adapt to individual customer circumstances, including settlement offers.
- Quality monitoring and supervisor support available for escalation.
Great Opportunity for Progression:
- Ideal for a Customer Service Call Centre Advisor looking to advance their career.
- Opportunities to develop skills and take on more responsibilities within the Collections Department.
