Collections Advisor

Flint Bishop is a multi-awarding winning legal services provider based in Derby and is nationally recognised for its debt recovery services. We work for some of the UK’s leading brands and many recognised household names that provide services and goods to businesses nationwide.
 

The Collections Advisor role is responsible for engaging with third-party businesses on behalf of our clients to ensure that any unpaid or overdue accounts are resolved in a timely manner.
The positions are open to experienced contact centre call handlers or law gradates seeking an excellent first role in a Tier 1 team.
 

The role is full time, 36.25 hours per week, based at our new head offices at Pride Park, Derby.

Key Responsibilities

• Deliver outstanding customer service, with a focus on resolving business customer queries and disputes regarding their overdue accounts; taking ownership of customers to prevent repeat contact.
• Be flexible to meet customer demand through a variety of contact channels such as Voice, Webchat, and Email, both inbound and outbound.
• Contribute to delivering objectives and be flexible to agreed business targets (including cash collection, customer satisfaction, complaints, quality, and compliance).
• Identify and understand customer needs to provide a consistently high-quality service.
• Investigate, resolve, and process customer enquiries to deliver customer value as the first point of contact.
• Effectively diagnose, investigate, and resolve customer disputes to ensure delivery of an efficient and effective service to the customer; work with specialist litigation teams to ensure they are handled and resolved in a timely manner.
• Negotiating repayment plans when necessary.
• Understand and adhere to the company and department standards, and policies.
• Ability to work as part of a team, sharing best practice, knowledge, resource, and ideas.
• Adhere to the Competence and Training procedures to promote a culture where customers are treated fairly and are properly informed.
• Operate customer-related information systems to the required standard to maintain accurate and secure records.
• A genuine passion for delivering Service Excellence, understanding what makes a great customer journey & tailoring your style appropriately.
• Experience in a customer-facing role and target-driven environment as well as excellent organisational and time-management skills.
• Demonstrate experience in identifying opportunities for improvement Computer literate to operate customer-related information systems.

Skills, Knowledge and Expertise

You will:

• Have excellent telephone handling skills.
• Have previous experience in volume call handling.
• Preferably have previous experience in cash collection/debt recovery.
• Be able to work alone and manage your own caseload.
• Have excellent time management skills and the ability to work to tight deadlines with your caseloads.

Disclosure will be required in the event that a position is offered.
Financial checks will be required in the event that a position is offered.

Benefits

What we offer?

Competitive salary

Bonus potential

Great working environment at our Derby Head offices

Car parking is provided by the firm

Career Development opportunities

25 days holiday plus bank holidays

Options to buy & sell 1 week’s holiday

1 week’s holiday carry over

Extra day off for your birthday

Staff card discount scheme for local shops

Social days and evenings on the firm

Staff discounts on legal services