Central London (Hybrid) | Up to £35,000 + benefits | Full Time – Mon–Fri, alt Saturdays

Are you a customer-focused professional with a background in collections and arrears management? Do you thrive in a fast-paced, regulated environment where empathy and clear communication matter? If so, this could be the perfect opportunity for you.

We’re working with a dynamic and growing UK retail bank with deep community roots and an exciting transformation journey underway. The organisation is committed to providing accessible, responsible finance and meaningful customer support – especially when it matters most. Now, they’re looking for a Collections Executive to play a vital role in managing customer relationships, particularly for those facing financial difficulty.

• Join a forward-thinking, digitally enabled bank that’s making a real impact in underserved communities

• Be part of a supportive team that genuinely cares about customers and operates with warmth and integrity

• Enjoy a flexible hybrid model (2–3 days in a modern Central London office)

• Act as the first point of contact for customers in arrears, delivering clear, empathetic, and solutions-driven support

• Agree affordable and sustainable repayment plans tailored to individual customer needs

• Identify and support vulnerable customers, applying appropriate forbearance strategies

• Handle inbound/outbound calls, emails, and SMS communications related to loans and savings products

• Maintain accurate customer records and ensure full compliance with internal policies and regulatory requirements

• Liaise with internal departments to ensure seamless case handovers and customer experience

• Spot and escalate complex cases, recommending next steps to senior managers

• Support general customer service when needed – we’re a small, collaborative team

• Proven experience in collections, arrears, or recoveries within a financial services setting

• Strong communication skills with the ability to de-escalate situations and build trust

• Solid understanding of UK financial regulations, especially around customer vulnerability and fair treatment

• Excellent attention to detail and ability to work independently in a hybrid setting

• Comfortable using Excel and managing administrative tasks with accuracy

• A proactive team player with a problem-solving mindset

Bonus if you have:

• Experience working with UK savings products

• Familiarity with systems like Phoenix or UK payment schemes

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.