Collections & Payment Plans Advisor

Collections & Payment Plans Advisor (Late-Stage Arrears) Leamington Spa – Hybrid working (after training) £25,000 – £28,500 per annum Benefits * Hybrid working (after training) * 25 days annual leave + 8 bank holidays * Private Medical Insurance * Company pension scheme (salary sacrifice – matched contributions to 4.5% for first 2 years, rising to up to 7.5% after 2 years) * Life assurance * Staff discounts on products * Lovely modern office * Supportive team environment with clear performance expectations * Working for a very experienced and supportive team manager * Opportunity to develop specialist debt recovery and negotiation skills Are you experienced in collections, arrears, recoveries, customer payments or credit control and confident handling challenging conversations about overdue balances? This role sits within late-stage collections, managing customer accounts that are significantly overdue. You’ll take ownership of accounts, engage customers to understand their circumstances, and work to recover outstanding balances through payment negotiation, structured repayment plans, or appropriate next steps in line with policy and regulation. This is a results-driven collections role, requiring resilience, professionalism, and the ability to balance firm debt recovery with fair customer treatment. Key responsibilities * Manage and contact customers with overdue accounts in late-stage arrears * Conduct in-depth financial conversations to assess affordability and risk * Negotiate full payments, settlements, or structured repayment arrangements * Handle objections, non-engagement, and difficult conversations confidently * Work towards individual and team recovery targets * Identify vulnerability and apply appropriate support / escalation routes * Maintain accurate, compliant, and detailed account records Requirements * Previous experience in late-stage collections, recoveries, or arrears management * Strong negotiation and influencing skills * Resilient, confident, and comfortable working with challenging customers * Target-driven with a strong understanding of fair treatment principles * Highly organised with strong attention to compliance and detail Shift pattern Structured 7-week rotation: * 5 weeks: 08:30am – 5:00pm * 1 week: 08:00am – 4:30pm * 1 week: 11:30am – 8:00pm * 1 Saturday morning in every 7 weeks INDH