Job Details

Telephone Collections Officer

Redditch, Worcestershire, United Kingdom, £18,842 , Permanent

Posted: 8 hours ago


Company Description
Bristow & Sutor has been trusted to deliver enforcement and revenue collection services for over 40 years. We're focused on providing an ethical, compliant and high-quality service to the public and private sectors. We use technology and data to achieve market-leading performance, whilst protecting the most vulnerable in society and the reputations of our clients.
Due to internal promotions, career development and a new partnership with Transport for London (TfL), we are now recruiting for new members of staff to join our growing team.
Based at our modern and easily accessible offices or working from home, you'll be joining a customer focused team that answers telephone calls relating to Council Tax arrears and Penalty Charge Notices on behalf of local authority clients throughout England and Wales. This includes speaking to individuals that owe money as well as representatives of debt agencies acting on their behalf. Your aim will be to negotiate suitable payment arrangements that recover outstanding debt, whilst taking personal circumstances and situations of debtors into account.
You'll assist those in financial difficulty with completing questionnaires to ensure their circumstances are considered during 'ability to pay' reviews. You'll be sensitive to those who we seek to recover money from, referring and directing vulnerable cases towards debt advisory and support groups when appropriate. Those wishing to make payments by card will be transferred by you to an automated payment line, but occasionally you'll apply details to the PDQ database if the caller is unable to use the automated service correctly.
You'll also gain bespoke computer system experience, reviewing and updating all system notes to ensure information is recorded accurately. Responding to emails, text messages and enquiries from our award-winning debtor portal will form part of your role, as will occasional outbound calls to those who have failed to make a payment.
Our staff are honest and trustworthy, so we'll hold you to the highest ethical and professional standards. Values of accountability, transparency, respect and integrity are principles you'll apply to your work daily.
You're someone that is naturally considerate when dealing with others, always takes circumstances into account and has the ability to communicate respectfully - even when faced with an unpleasant or challenging caller. Friends would describe you as empathetic and polite but also objective and level-headed. You'll relish the chance to assist customers in resolving their debts and will take pride in the role you play helping them to improve their financial affairs.
This role would suit someone with previous experience in customer service or high call volume environments, but you'll benefit from induction training, ongoing mentoring and supportive colleagues regardless. You'll need to be a confident negotiator with at least basic computer skills (data input, email handling etc.). Most importantly, you'll have the ability to communicate calmly, make decisions coolly and be driven to collect debt in a competitive market.
You'll be expected to work Monday to Friday on a 4-week rota which includes one 8pm finish or Saturday shift (required approximately 1 in every 4 weeks).
Other information
This is a full-time, permanent role. Initial training will be in Redditch and the role can then be home based.
* £18,842 base salary + 5% bonus per month
* Pension
* 28 days annual leave (including bank holidays)
* Retail discounts
All applicants will undertake DBS / CCJ checks prior to employment

Job Details

Redditch, Worcestershire, United Kingdom