Customer Advisor - Collections Department

Location: Stratford‑upon‑Avon
(Hybrid working available after training - driving recommended due to location)

Salary: £14,906 per annum (equivalent to £13.33 per hour)
Hours: 21.5 hours per week
Working hours: Monday to Friday, 8:00am - 5:00pm
(Shifts negotiable within business opening hours)

Brook Street is working in partnership with a growing organisation based in Stratford‑upon‑Avon, who are seeking a Customer Advisor to join their Collections team.

This is a customer‑focused role where you will manage accounts that have fallen into arrears, working closely with customers to understand their individual circumstances and agree affordable, sustainable repayment solutions.

Key Responsibilities

Manage inbound and outbound calls relating to payment arrears
Engage with customers to understand their financial circumstances
Negotiate suitable repayment plans in line with company policies
Communicate with empathy, professionalism, and confidence
Maintain accurate and up‑to‑date customer records
Make informed decisions based on customer needs and business guidelines
Identify and escalate customer vulnerability in line with internal procedures

Skills & Experience

Confident and professional telephone manner with a strong empathetic approach
Excellent verbal and written communication skills
Strong attention to detail and accuracy
Target‑driven with good organisational and time‑management skills
Previous experience in debt negotiation or collections is desirable, but not essential

Brook Street NMR is acting as an Employment Agency in relation to this vacancy