Customer Support Advisor - Collections Team

Location: Walton-on-Thames, SurreySalary: £22,000 - £25,000 (based on experience) + bonus potential up to £7,500 per annumEmployment Type: Full-time, Permanent

Are you looking for a role where you can make a real impact? We're working with a reputable debt management agency committed to helping customers find solutions and regain control of their finances. We are currently seeking a motivated Customer Support Advisor to join our busy collections team.

What We Offer

• Casual dress code
• Company pension scheme
• Wellness program
• Monthly food allowance via JustEat
• 28 days annual leave, including Bank Holidays, with an extra day for each year of service (up to 33 days)
• Performance-based incentives and bonuses
• Regular company events and a supportive work environment
• Employee Assistance Program for well-being support

Your Role

In this position, you'll play a key part in our largest department, handling inbound and outbound calls to assist customers with repayment plans, provide financial guidance, and resolve customer inquiries. You'll receive full training to ensure you have the knowledge needed to succeed and will be supported every step of the way.

Your daily tasks will include:

• Handling calls via a dialler system and responding to live chat inquiries
• Collecting payments and negotiating repayment arrangements
• Conducting affordability checks and guiding customers to debt support agencies if needed
• Keeping customer account records updated with accurate notes
• Assisting customers with queries and resolving disputes with professionalism

Hours:Monday-Friday (shift pattern):

• 8:30 am - 5:00 pm
• 10:00 am - 6:30 pmPlus one Saturday per month (9:00 am - 1:00 pm)

About You

We’re looking for individuals who are:

• Experienced in customer service or retail (2 years preferred)
• Confident and clear communicators with strong listening skills
• Empathetic, friendly, and solution-focused
• Reliable, positive, and able to handle a fast-paced environment
• Problem solvers with a passion for helping others