Telephone Collections Negotiator

We believe in cultivating positive relationships, with our clients, our customers, and our people.

Professional, friendly service runs through everything we do and we're keen to develop our team’s passion,
innovation, and integrity.

We want 'To be the best at what we do today, and in the future for our staff, clients and community'

What will you be doing?

Reporting into the Team Leader, you will part of a busy Contact Centre Team, working to negotiate payments with debtors to clear and update the files as efficiently as possible, in accordance with agreed business targets.

Key responsibilities include:

• Answering a high volume of calls from debtors, both through inbound and outbound calls and maintain a rapid response according to agreed standards.
• Negotiating full payment of the debt and fees arranging a repayment schedule to clear the debt within Newlyn guidelines and targets.
• Controlling the call so as to retrieve all the relevant information from the caller, enabling efficient management of the file.
• Correctly extracting information from file notes to deal with the calls efficiently.
• Logging information on calls received and maintain detailed and accurate records.
• Liaising with Enforcement Agents on the status of files when required.
• Attend training to develop relevant knowledge, technique and skills.
• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures.
• Assisting with other office duties when required.

A bit about you….

• Excellent Call Handling Skills with the ability to remain calm on the telephone, but establish a firm and confident telephone manner
• Excellent track record of exceeding targets
• Must be target driven
• Highly organised
• Able to work well under pressure and deal with calls of the nature of the business
• Team Player with ability to work under own initiative.
• Sound Decision Making Skills.
• Flexibility and Good Interpersonal Skills

Technical Qualifications/Requirements (preferable)

• Experience of Enforcement Collections
• Up-to-date knowledge of relevant industry standards
• Knowledge of Road Traffic and Council Tax Debt
• Excellent mathematical skills
• Microsoft office including excel and PowerPoint

What can you expect?
You will work in a fully supported environment that is keen to leverage your skills and experience and help you to grow and develop.

What’s on offer?

• Competitive salary reflective of experience
• Contributory pension scheme
• Health Cash Plan
• Extra day holiday for your birthday!
• HAPPII Awards
• Bike to work scheme
• Access to various learning and development programmes

Our Values
Everything we do is shaped by the six Values of Human, Accountable, Passion, People, Integrity, Innovative. Our values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

Our Diversity
We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals

Our Benefits
Our colleagues are unique and that’s why we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health cash plan and all the tools, technology, and support to help you become the very best you can be.