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Part Time Collections Agent

March 14, 2026

Part-time Collections Agent –Unsecured Lending

Location: Sheffield Contact Centre – UK
Function: Operations / Credit & Collections
Reporting to: Collections Team Leader / Manager
Salary: £26,500 (pro rata)
Contract - 27 hours per week

Role Purpose

The Collections Agent – Unsecured Lending is responsible for managing arrears on unsecured credit products, such as personal loans, in a fair, proportionate, and customer-focused manner. The role is focused on achieving sustainable repayment outcomes, supporting customers in financial difficulty, and ensuring all activity complies with FCA regulation, Consumer Duty, and internal credit risk and forbearance policies.

Key Accountabilities

Customer Outcomes and Engagement
Engage with customers in arrears using a supportive, non-judgemental approach that promotes trust and positive customer outcomes.
Conduct effective income and expenditure discussions to assess affordability and agree sustainable repayment solutions.
Identify indicators of vulnerability or financial hardship and apply appropriate forbearance options in line with policy and FCA guidance.
Ensure customers clearly understand their account status, available options, and the implications of different repayment choices.
Treat customers fairly at all stages of the arrears journey, balancing customer needs with responsible credit risk management.

Unsecured Lending Collections Activity

Manage arrears across unsecured lending portfolios, including early, mid, and late-stage delinquency.
Apply appropriate collections forbearance strategies, such as payment plans, temporary arrangements, interest or fee concessions, and signposting to free debt advice.
Escalate accounts appropriately in line with policy, ensuring decisions are evidence based and well-documented.
Support the transition of accounts through different stages of collections while maintaining a customer-centric approach.
Multi-Channel Workflow Management
Handle inbound and outbound customer interactions across multiple channels, including telephone, email, SMS, webchat, and written correspondence.
Work efficiently within automated dialler and workflow systems, ensuring timely and accurate action on assigned accounts.
Maintain high standards of written and verbal communication across all channels, ensuring consistency, clarity, and regulatory compliance.
Update customer records accurately and contemporaneously following each interaction.

Regulatory Compliance and Risk Management

Perform all duties in accordance with FCA principles, Consumer Duty, and Treating Customers Fairly requirements.
Comply with internal policies, procedures, scripts, and quality standards to ensure fair treatment and consistent decision-making.
Support complaint avoidance and resolution by addressing customer concerns effectively at first point of contact.
Maintain awareness of regulatory updates and demonstrate ongoing compliance through daily activities.
Performance and Continuous Improvement
Achieve individual and team performance targets, balancing productivity, quality, and customer outcomes.
Actively participate in coaching, quality assurance, training, and competency assessments.
Contribute to continuous improvement initiatives by identifying process inefficiencies or customer pain points.
Work collaboratively with colleagues and stakeholders to deliver operational and regulatory objectives.

Working Hours

The role is 27 hours per week worked over 4 days
Friday 08:30 – 16:30
Saturday 09:00 – 16:00
Sunday 10:00 – 16:00
Monday 10:00 – 16:00

Knowledge, Skills, and Experience

Essential

Experience in a customer-facing role within a contact centre environment.
Strong customer-outcomes focus, with the ability to conduct sensitive and sometimes challenging conversations.
Excellent communication skills across voice and digital channels.
Ability to assess affordability and make balanced, compliant decisions.
Strong attention to detail and accurate record-keeping.

Desirable

Previous experience in unsecured lending collections, debt recovery, or credit risk.
Knowledge of FCA regulation, Consumer Duty, and vulnerability frameworks.
Familiarity with income and expenditure assessments and forbearance tools.
Experience using CRM, collections systems, and automated workflows.

Behaviours and Values

Acts with integrity and professionalism at all times.
Demonstrates empathy and fairness when supporting customers in financial difficulty.
Takes ownership of customer outcomes and personal performance.
Open to change and committed to continuous learning and development

Job Types: Permanent, Part-time

Pay: Up to £26,500.00 per year

Expected hours: 27 per week

Benefits:

Company pension
Employee discount
Health & wellbeing programme
Store discount

Application question(s):

Do have a disability that will require any reasonable adjustments for the interview/recruitment process or job role (working in-person from the office) ?

Work Location: In person

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

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5. HOW DO YOU PROCESS INFORMATION?

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