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Customer Relations and Collections Specialist

2 months ago

Chester, United Kingdom PSi Talent Full time
Customer Relations and Collections Specialist


This is a remarkable opportunity to join a dynamic team within a bustling contact center, engaging with clients who are experiencing payment difficulties.

The primary focus of the Customer Relations and Collections Specialist position is to collaborate with clients to reach a resolution that benefits both the individual and the organization, while ensuring that the company achieves its performance objectives and adheres to all regulatory standards.


Working hours are structured from 8 AM to 4 PM, 9 AM to 5 PM, or 10 AM to 6 PM, Monday through Friday, with two Saturday mornings each month – these Saturdays will be conducted remotely.

No prior experience in collections is necessary, as comprehensive training will be provided; however, experience in a contact center environment would be advantageous.

The Customer Relations and Collections Specialist role is office-based, situated in a modern and prestigious business environment.


The organization takes great pride in fostering a positive workplace culture and offers a variety of benefits, including a retirement plan, recognition awards for Employee of the Month and Year, income protection insurance, an annual bonus program, life insurance, and discounted gym memberships.


Key Responsibilities:

  • Conduct collections activities on all overdue accounts.
  • Deliver exceptional service to all clients, both internal and external, while upholding the principles of Fair Customer Treatment.
  • Comprehend the critical factors related to significant customer vulnerability.
  • Identify cases of notable vulnerability.
  • Negotiate the recovery of overdue payments by understanding the reasons behind the delays, aiming to prevent contractual losses.
  • Influence and negotiate with clients to ensure a mutually satisfactory resolution for both the organization and the customer.
  • Maintain high standards of call handling and service quality at all times.

Candidate Requirements:

  • Strong communication skills (both written and verbal)
  • Experience in a contact center (preferred)
  • A collaborative team player
  • Positive mindset
  • Adaptable in approach
  • Ability to meet tight deadlines
  • Proficient in Microsoft Office applications
  • Basic IT competencies
The successful candidate will be expected to consistently operate within the standards outlined in Consumer Duty and adhere to The Conduct Rules, which establish the minimum expected standards of individual behavior in this role.