This company are seeking an experienced Senior Collections Officer to join their Collections team and take responsibility for managing complex arrears and repossession cases. This role is pivotal in ensuring that customers are treated fairly and receive the best possible outcomes in line with regulatory requirements, including MCOB, FCA PS 24/2, and the FCA Consumer Duty.

Acting as a senior member of the team, you will support the Collections Supervisor in overseeing quality assurance, mentoring colleagues, and ensuring that practices not only meet but exceed industry standards.

This is a key position for someone with a strong background in financial services collections who thrives in a regulated, customer-focused environment.

• Lead the management of serious or complex arrears and repossession cases, ensuring compliance with all regulatory requirements and internal policies
• Ensure borrower communications are accurate, timely, and meet both SLAs and statutory obligations
• Support and contribute to the quality assurance and training framework of the Collections team
• Provide constructive feedback and mentoring to team members, helping to drive high-quality customer outcomes
• Identify vulnerable customers and implement effective, compassionate solutions using best practices and innovation
• Champion the Society’s behaviours and values, setting a positive example for others
• Identify risk areas within collections processes and propose mitigating actions
• Assist in complaint resolution in line with internal processes
• Maintain up-to-date knowledge of regulatory changes and best practices relevant to the role

We’re looking for someone with a proactive mindset, a deep understanding of collections and arrears handling, and a commitment to improving the customer journey through compliance and care.

• 3+ years’ experience in a collections or arrears-handling role
• Strong understanding of financial services regulation (including MCOB, FCA PS 24/2, Consumer Duty, Pre-action Protocols)
• Knowledge of the litigation and repossession process
• Relevant qualification such as CeMAP
• Excellent written and verbal communication skills
• Strong problem-solving and decision-making capabilities
• Experience with QA frameworks and quality assurance testing
• Ability to coach and mentor colleagues effectively
• Skilled in identifying customer vulnerability and implementing supportive strategies