Collections Correspondence Case Manager

 

 

Role Summary:

 

As a Correspondence Case Manager within a debt recovery specialist firm of solicitors, you will manage written communications related to the collection of outstanding debts, including correspondence from customers, clients, and the Court. This role involves supporting the recovery process, handling court correspondence, assisting with applications to the Court, and making telephone calls where necessary to customers and the Court, all while maintaining professionalism and compliance with legal and regulatory standards. With full training provided, you will develop the skills and knowledge required to succeed in this role, making it an excellent opportunity for individuals with strong communication abilities and an interest in debt recovery and legal processes.

 

 

Key Responsibilities:

 

Debt Recovery Correspondence:

 

    • Respond promptly and professionally to written customer communications, including payment queries, disputes, and settlement proposals.
    • Prepare clear and accurate correspondence such as payment reminders and formal notices to support debt recovery.
    • Make telephone calls to customers where necessary to discuss payment arrangements or resolve queries.

 

Court Correspondence:

 

    • Handle incoming correspondence from the Court, ensuring timely and appropriate responses in line with procedural requirements.
    • Assist in preparing and submitting applications to the Court under supervision, ensuring compliance with legal standards.
    • Make telephone calls to the Court where necessary to follow up on applications or gather information.

 

Customer Feedback:

 

    • Address online reviews and feedback promptly and professionally, with a focus on resolving concerns and maintaining the firm’s reputation.
    • Analyse feedback trends to identify areas for improving the debt recovery experience and operational efficiency.
    • Continuously evaluate feedback and service delivery to maintain exceptional standards of professionalism and effectiveness.

 

Case Management:

 

    • Maintain detailed and accurate case records, including customer communications, payment arrangements, and court-related documentation.
    • Liaise with internal teams and clients to gather necessary information for case progression.

 

Compliance and Standards:

 

    • Adhere to the firm’s protocols, training, and relevant regulatory requirements to ensure all correspondence and applications meet professional and ethical standards.
    • Support the firm’s commitment to high-quality service and efficient recovery outcomes.

 

Collaboration and Communication:

 

    • Work closely with solicitors, colleagues, and clients to support case resolution, including escalated matters requiring court involvement.
    • Communicate clearly and empathetically with customers to achieve positive outcomes while upholding the firm’s reputation.

 

Training and Development:

 

    • Participate in comprehensive training to develop a solid understanding of debt recovery processes, court procedures, and best practices.
    • Apply learned skills to achieve team goals and enhance personal performance.

 

 

Qualifications and Skills:

 

  • Previous experience in a collections, debt recovery, customer service or administrative role is beneficial but not essential; full training will be provided.
  • Strong written and verbal communication skills with attention to detail and the ability to handle sensitive information professionally.
  • Confidence and professionalism when making telephone calls to customers or the Court where necessary.
  • Organisational skills to manage multiple tasks, priorities, and deadlines effectively.
  • A proactive approach to problem-solving and achieving recovery outcomes.
  • Proficiency in Microsoft Office and basic IT systems.
  • Willingness to learn, adapt, and contribute to a collaborative team environment.

 

 

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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