Professional Arrears Manager

3 weeks ago

Cardiff, Cardiff, United Kingdom Admiral Insurance Plc Full time

At Admiral Money, we're seeking a dedicated and customer-focused individual to join our Collections team as a Professional Arrears Manager.

This role is an exciting opportunity to make a real difference in the lives of our customers who are struggling to pay. As a Professional Arrears Manager, you'll be responsible for maintaining our reputation as a caring, responsible, and understanding lender.

You'll work closely with customers who are in early arrears to help bring their accounts back into good health, agreeing repayments that are affordable and sustainable. You'll do this by taking the time to understand each customer's individual situation, showing empathy and respect, and providing fair outcomes and positive experiences every time.

We pride ourselves on our fair and ethical approach, helping every customer on their road to financial recovery. If you're a customer-focused individual who enjoys talking to people and would like to make a real difference in the lives of others, then we'd love to hear from you.

As a Professional Arrears Manager, you'll excel at listening, be able to explain things clearly, and have an empathetic approach, tailoring each call to the individual customer's needs. You'll have the confidence to take ownership, using your knowledge and experience to ensure that every single customer you speak to will feel valued.

We know our people are our biggest investment, which is why we take the time to ensure every new joiner to our team receives comprehensive training. We value behaviours over direct experience, so if you can demonstrate a flair for customer communications, empathy, and excellent listening skills, then you could be just what we need.

Requirements

  • You'll have experience within a similar role within debt collection/arrears customer service or credit control, confident to call customers in arrears and experienced in arranging payment plans with customers.
  • You'll be naturally curious and inquisitive, helping to understand customers' circumstances and how we can best support them.
  • You'll be customer-focused and take pride in achieving good outcomes for people who need financial support.
  • You'll be willing to be developed, coached, and to take on board feedback.
  • You'll be comfortable in a telephony-based role, enjoy working with others, and have a positive work ethic.
  • You'll be able to deal with customers, recognize customer complaints, and provide problem resolutions in a fair and responsible manner.
  • You'll be able to identify vulnerable customers and carefully manage relationships with people in sensitive situations using empathy.

What You'll Get

  • A fantastic, people-focused culture.
  • Hybrid working, with days per week from home and day(s) in the office.
  • Laptop and headset provided to work from home.
  • Days holiday plus statutory bank holidays.
  • Opening hours: Monday to Thursday 9am-5pm, and Friday 9am-4pm.
  • Free parking local to the office.
  • Admiral Share scheme.

Salary and Benefits

The estimated salary for this role is £25,000-£35,000 per annum, depending on experience. Additionally, you'll receive days holiday (including banks holidays) when you join us, increasing with length of service, up to a maximum of days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

We're proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we're consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

Our Commitment to You

We're committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

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