Collections Officer

About the opportunity: We are working as the internal recruitment partner for our client, Manx Collections, a reputable financial services provider known for delivering responsible lending and excellent customer support. Due to continued growth, we are seeking an experienced Credit Controller/Collections Officer to join their friendly and close-knit team. You'll play a key role in supporting customers who have fallen into arrears, working with empathy and professionalism to achieve the best possible outcomes for both the customer and the business. This is a fantastic opportunity for someone with solid collections experience who enjoys working in a collaborative, supportive office environment. Responsibilities: * Contact customers via telephone, email, letter, and text to collect overdue payments in line with company policies and FCA regulations. * Manage a portfolio of customer accounts, reducing delinquency and aiming to return accounts to up-to-date status. * Gather and verify customer information, updating CRM systems accurately. * Liaise with legal advisors, recovery agents, and bailiffs to support asset recovery when required. * Issue reminders, notices, and assist with summons documentation. * Maintain up-to-date and accurate records across all systems and reports. * Adhere to the Treating Customers Fairly (TCF) and Consumer Duty principles, ensuring every customer receives a fair outcome. * Provide exceptional customer service with compassion and professionalism, especially for vulnerable customers. * Support the wider team with general administration and reporting duties. The successful candidate will be able to demonstrate the following: * Previous experience in a collections or arrears management role (essential). * Experience gained within financial services, lending, or asset-based finance (preferred). * A calm, empathetic, and customer-focused approach to debt resolution. * Strong negotiation and communication skills, both verbal and written. * Excellent organisational and time-management abilities. * Strong IT literacy, including CRM and Microsoft Office. * A proactive and team-oriented attitude - ready to support colleagues and get stuck in. * A minimum of 5 GCSEs (or equivalent) at Grade C or above, including Maths and English In return we are offering: * A salary up to £30,000 per annum * Office-based role in Basingstoke, Monday to Friday, 9:00am - 5:00pm (35 hours per week). * Friendly, collaborative team culture with a supportive management approach. * 25 days' annual leave plus bank holidays. * Opportunities for growth within a well-established and expanding financial services organisation. * Discretionary bonus scheme. * Death in service - 4x annual salary. * Pension contributions 4% employer, 5% employee. * Employee Assistance Programme * Various wellbeing and Social events throughout the year. Interested? Then APPLY now for immediate consideration