Collections Case Manager

 

 

Role Overview

 

As a Collections Case Manager within a debt recovery specialist firm of solicitors, you will manage customer interactions across multiple channels – including phone, SMS and email – to recover outstanding debts.  You’ll provide professional, empathetic support tailored to each individual’s financial circumstances, while ensuring strict adherence to regulatory and compliance frameworks. This role is ideal for individuals with strong communication skills and a genuine interest in debt resolution and legal processes. With comprehensive training provided, you’ll build the expertise needed to thrive in a fast-paced, professional environment—making a real difference in helping people navigate financial difficulty while driving positive outcomes for our clients.

 

 

Key Responsibilities:

 

Debt Recovery Engagement

  • Conduct proactive outbound calls to customers using the dialler system to discuss outstanding debts.
  • Manage inbound customer calls with professionalism, empathy, and efficiency.
  • Offer compassionate and clear support to help customers navigate their financial situations.

Financial Guidance

  • Assess individual financial circumstances and provide tailored, sustainable repayment solutions.
  • Utilise in-depth knowledge of debt resolution options, including insolvency and legal processes, to guide customers effectively.

Case Management

  • Accurately maintain comprehensive case notes, documenting all customer communications, payment arrangements, and legal documentation.
  • Collaborate with internal departments to obtain critical information, ensuring seamless case progression and resolution.
  • Liaise with internal teams to gather necessary information for case progression.

Referral & Signposting

  • Proactively assess customer needs and direct them to the most appropriate internal teams or external support agencies.
  • Demonstrate a clear understanding of the Specialist Support Team’s function and initiate referrals when required to ensure tailored support.

Compliance and Standards:

  • Consistently adhere to company protocols, training standards, and relevant regulatory requirements, ensuring all communications and applications reflect professional and ethical standards.
  • Champion the firm’s commitment to high-quality service and drive efficient recovery outcomes through best practices.

Collaboration and Communication:

  • Collaborate effectively with solicitors, internal colleagues, customers, and external stakeholders to progress case resolutions efficiently.
  • Deliver clear, respectful, and empathetic communication that supports positive customer outcomes and maintains the firm’s professional reputation.

Training and Development:

  • Engage fully in structured training programs to develop in-depth knowledge of debt recovery processes, court procedures, and operational best practices.
  • Apply new learning to enhance individual performance and contribute to the achievement of wider team objectives.

 

 

Qualifications and Skills:

 

  • Exceptional interpersonal and communication abilities, with a proven talent for building rapport and managing sensitive interactions effectively
  • Demonstrated professionalism and discretion in handling confidential customer matters
  • Proactive and resourceful approach to identifying solutions and achieving positive recovery outcomes
  • Strong analytical and decision-making capabilities, with a keen eye for detail and risk awareness
  • Understanding of financial products, debt resolution strategies, and relevant regulatory frameworks
  • Highly adaptable, able to manage multiple priorities in a dynamic and fast-paced environment
  • Prior experience in collections, debt recovery, customer service, or financial services is advantageous—but not essential; full training is provided
  • Eager to learn, grow, and contribute to a supportive, collaborative team culture

 

 

We are an equal opportunities employer

 

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status. At Perch, our strength lies in our team, their enthusiasm, and their passion for the business. Whether you’re looking to gain foundational skills in financial services, have a knack for customer service, or seek to expand your horizons, we likely have the perfect opportunity for you.

 

 

Please email your CV to: recruitment@perchgroup.co.uk

 

 

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