Collections Officer

Collections Officer

Contract: Permanent, Full-time

Location: Based in our Dalston office with flexibility to WFH

Reporting to: Collections Team Lead

Salary: £27,300

About Fair Finance

Fair Finance is a social business on a mission to revolutionise finance and make it more inclusive, starting with the people others have left behind.

For nearly 20 years, we have supported hundreds of thousands of customers to access affordable credit, manage their finances, avoid eviction, and start businesses. Our work has influenced government policy and credit legislation, proving that purpose and profit can work together to change the financial system for the better.

We are embarking on an ambitious growth journey and are looking for motivated and capable people who want to be part of a dynamic business making a real difference to people and society in the UK.

About the role

As a Collections Officer, you will work within the Collections Team to support customers who are experiencing financial difficulties. This role requires empathy, problem-solving skills, and a customer-first approach to help clients find the right solutions for their circumstances.

You will handle sensitive and technical issues, assessing customer needs, offering appropriate solutions, and ensuring that all interactions meet compliance and regulatory requirements.

Key Responsibilities

• Support vulnerable and non-vulnerable customers who have fallen into arrears by finding appropriate solutions.
• Communicate with customers by phone and email in a professional and empathetic manner.
• Assess customers’ circumstances to agree on realistic repayment arrangements.
• Ensure accurate and timely updates to the customer database while maintaining compliance with regulatory requirements.
• Treat customers fairly by understanding individual circumstances and striving for positive outcomes.
• Maintain high call quality and compliance standards while meeting agreed performance targets.

Skills & Experience

• Experience in a customer service call centre environment, ideally within Financial Services.
• Arrears management experience is desirable but not essential.
• Strong communication skills, able to discuss difficult issues sensitively and professionally.
• Problem-solving ability with a focus on delivering fair and appropriate solutions for customers.
• Organised and confident using CRM systems and Microsoft Office tools.
• Committed to quality, compliance, and doing the right thing for customers.
• A flexible team player with a strong work ethic.

Why work for Fair Finance?

• Be part of a values-driven organisation with a mission to make finance fairer.
• Work in a supportive and collaborative environment where you can make a real difference.
• Hybrid working and flexible practices.
• A diverse and inclusive workplace with opportunities for personal growth and development.

Employee Benefits

• 20 days annual leave plus UK public holidays.
• An additional paid day off for your birthday.
• Staff receive a WFH allowance for added flexibility.
• Private Health Insurance.
• Employee Assistance Programme (EAP).
• Staff Loan Scheme (currently interest-free).
• 3% matching contribution towards a stakeholder pension.