Location: Northampton
Type: Permanent
Salary: £23 000.00 p/a
Start Date: Immediately

Job Description:

Duties and Responsibilities:

• Ensure all assigned daily tasks are completed within expected timescales.
• Reviewing daily uploaded excel reports to identify and correct any discrepancies against client requirements and/or SLAs.
• Amend any discrepancies, such as duplicated fees, payment received against hold accounts, incorrect return codes.
• Advising clients of any appropriate changes or discrepancies such as, low balance accounts.
• Review Client Portal for case updates, ensuring data entered is accurate and complete.
• Follow up any actions or queries as required in a timely manner.
• As necessary, communicate effectively with associated departments / colleagues with any case updates or accounts on hold.
• Ensure all email communication is clear, consistent and in keeping with the standards within the department.
• Daily check of client email inboxes for client queries and requests for investigation or action.
• Responding to telephone enquiries from clients in a professional and courteous manner.
• Ensure that client enquiries relating to case files and records are responded to with accurate updates and information, in a professional and timely manner.
• Taking appropriate action to investigate and resolve any queries, updating clients and/or records as appropriate, including liasing with other departments / colleagues to clarify information.
• Escalate any concerns to Line Manager at the earliest opportunity.
• As required, carry out monthly or ad-hoc file audits as requested by clients, ensuring data is accurate and follow up activity, such as file progression and visit timescales are within the agreed timescales.
• Audit responses are carried out in accordance with client expectations.
• As directed, review recordings of employee activity to ensure standards of behaviour are maintained.
• Ensure any deviance from the standards are escalated to the Line Manager.
• Assist the Client Managers with onboarding process for new contracts and clients, ensuring the agreed terms and SLAs are accurately transferred into daily queries and reporting.
• Support other members of the team as necessary with daily tasks or client queries to support the smooth running of the department.

• Previous experience in a client-facing role, ideally within collections, finance, or a high-volume customer service environment.
• Strong communication and interpersonal skills.
• Excellent organisational and time management abilities.
• Ability to handle sensitive or difficult conversations professionally.
• Proficient in Microsoft Office and CRM systems.
• Knowledge of debt recovery processes or financial services is an advantage.
• Strong attention to detail and accuracy.

• GCSEs.

  Benefits / Other:

• 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.

• #CLTOFF