Collections Agent

Capita

Collections Advisor position helping clients' customers manage financial commitments and ensure fair outcomes in a supportive team environment. Working in Preston with opportunities for hybrid work.

Posted 7/23/2026full-timePreston • 🇬🇧 United KingdomMid-LevelSenior💰 £25,155 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical and problem-solving skills while providing excellent customer service and ensuring regulatory compliance. Capable of navigating multiple systems and effectively communicating with customers to understand their financial situations and deliver fair outcomes.

Highest-signal resume keywords

Analytical SkillsEmpathyRegulatory ComplianceCustomer ServiceProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Financial CalculationsData Privacy LegislationEmail CorrespondenceDocumenting Customer InformationCollections Activity

Soft Skills

ResilienceOwnershipPositive AttitudeEffective CommunicationTeam Collaboration

Tools & Technologies

Online Systems

Industry Keywords

Customer InteractionPayment DelinquencyVulnerable CustomersComplaint HandlingIndependent Work

About the role

Key responsibilities & impact

Providing a first point of contact service resolution for the customer, educating customers on the alternative options available for the service being supported
Ensuring regulatory compliance in the case of collections activity, determining reason for customer payment delinquency and obtains payment commitment.
Using online systems to accurately document customer account information, adhering to data privacy legislation.
Understand the customers financial situation, providing options and solutions, ensure fair outcomes, including for our vulnerable customers.
Build rapport, empathise, and have meaningful conversations with our customers to deliver excellent customer service.
Handle customer telephone calls (both inbound and outbound) and interactions in an efficient, effective, and professional manner.
Responding to customers emails and providing accurate financial calculations.
Embrace learning, coaching and development to continuously improve your skills and capability.

Requirements

What you’ll need

Analytical, investigatory and problem-solving skills.
Ability to demonstrate empathy and ownership of customers and their financial position.
Resilience in handling customer’s personal financial situations and complaint handling.
Confident and comfortable speaking and asking questions on the telephone to gain a full understanding of our customers circumstances.
Be able to make decisions to best support customers.
Navigating around multiple systems.
Good literacy and numeracy skills. These will be required for email correspondence and calculating finances.
Proactively taking ownership of own training and competence requirements.
A positive attitude towards change and a desire to grow to be the best you can be.
Can work independently and as part of a small team of around 12 people.

Benefits

Comp & perks

Permanent role – 37.5 hours
No evening shifts or weekends.
Ability to work from home on a hybrid basis once competency achieved
Bank holidays are given as a paid holiday, no requirement to work
Free onsite parking
Private office space just for you and your team with an onsite kitchen
Onsite prayer room
Initial 22 days annual leave which increases with tenure and the ability to purchase additional holidays
Extra holidays awarded at milestone anniversaries
Access to employee benefits, and extras. Ability to opt in and out of additional benefits