Collections Specialist

6 months ago

London, United Kingdom Avado Full time

**Role**: Collections Specialist

**Location**: London Office (4 days a week in the office)

**Contract**: Permanent

**Hours**: Full-time (37.5hrs, working day 10.30 - 19:00)

**Salary**: £25,000 - £30,000 per annum

**About Avado**

Here at Avado, we believe in people-powered transformation because we know that all transformation starts with people. We are a professional learning organisation that upskills people, uplifts cultures and future proofs organisations in a fast-moving world. We design and deliver interactive learning experiences in data, people, and marketing including work-readiness programmes, and professional qualifications. Our connected learning approach combines deep expertise, collaborative learning, scalable technology, and award-winning learning design to deliver unrivalled learner experiences for people and organisations who want real change.

Avado is one of the Blenheim Chalcot (BC) portfolio companies. BC is a venture builder i.e., they found and grow businesses from the ground up, with currently over 25 in the portfolio and assets under management valued in excess of £1.8 billion. Being part of Avado, means you will also be part of one of the world's leading digital venture builders.

**About the role**

Our Finance Director is seeking a Collections Specialist to play a crucial role in facilitating the collection of outstanding payments from customers. Your primary responsibility will be to ensure timely and effective communication with customers regarding their overdue accounts, while providing excellent customer service and maintaining positive relationships. You will work closely with internal teams and external stakeholders to resolve payment issues and minimise outstanding balances.

Equally importantly, you will align with our organisational values, which were defined by our people for our people, clients, learners, and partners.

**What you'll do**

To help us be the best, you will be accountable for:

- Maintain a professional and empathetic communication style to understand customers' financial situations and negotiate payment arrangements.
- Update and maintain accurate records of customer interactions, payment commitments, and follow-up activities.
- Investigate and resolve payment discrepancies or disputes in collaboration with relevant internal departments, such as billing or sales.
- Address customer enquiries and concerns promptly, providing clear and concise information.
- Negotiate payment plans and settlements with customers based on company policies and guidelines.
- Collaborate with customers to find mutually agreeable solutions while ensuring compliance with company procedures.
- Prepare and maintain detailed documentation within HubSpot (CRM) of all collection activities and customer interactions.
- Ensure compliance with relevant laws and regulations governing debt collection practices.
- Provide exceptional customer service by addressing inquiries, resolving issues, and maintaining a positive and professional manner.
- Collaborate with other customer service teams to share insights and enhance overall customer experience.

**What we're looking for**
- Experience within a Collections, Credit Control, customer service role within a call centre environment preferred.
- Track record of delivering against targets or KPIs
- The ability to priorities your own work to deliver the best outcomes
- Strong negotiation and communication skills.
- Knowledge of debt collection laws and regulations.
- Familiarity with accounting and billing systems.
- Excellent organisational and time-management skills.
- Ability to work independently and as part of a team.

**What you'll get**:
Lots of benefits including:

- Holidays - 25 days plus bank public holidays, increasing by 1 day after 2 years and a further day after 4 years.
- A day off on or around your birthday.
- Cycle2Work scheme
- Statutory pension and life assurance.
- Various opportunities to gain an immersive experience into a range of Avado products and proposition.
- On-demand access to our Avado Connect community
- Curated personal development and learning tools

Andjust for being here, we offer you a culture that's created and nurtured by super smart people and underpinned by our Values which guide our thinking, decisions and actions, creating a truly unique place to work. You will also get to be at the forefront of helping a very diverse range of professionals enhance their careers, whether at the early stages or later down the line.

You'll enjoy an environment with an enviable workspace to use in West London, serious personal development opportunities (well, we are a learning organisation after all), and some rather nicejob-related and lifestyle perks. Oh, and one more thing - we're a Great Place to Work certified company, something we are rightly very proud of

And we're highly inclusive.

Avado is one of those rare places where anyone from anywhere with any background or experience is free to come and do th

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