Debt Collections Agent

Are you ready for a fast-paced role where you can take on challenging conversations and make a real impact? We’re looking for tenacious and resilient individuals to join us. As a Debt Collections Agent, you’ll handle challenging customer interactions, resolve overdue accounts, and support customers to get back on track financially—all while protecting the business's interests.

If you’re looking for a career that combines problem-solving, communication skills, and a results-driven approach, this is your opportunity.

What you’ll be doing as a Debt Collections Agent
You’ll play a crucial role in recovering debt, managing difficult conversations with professionalism and determination, and achieving resolutions that work for both the customer and the business.

Key responsibilities include:

• Recover Outstanding Payments: Proactively contact customers with overdue accounts via phone, email, and letters to discuss their financial obligations and secure payments.
• Handle Challenging Calls: Confidently address objections and navigate sensitive conversations, remaining calm under pressure and focused on solutions.
• Negotiate Payment Plans: Work with customers to agree on realistic repayment arrangements, ensuring compliance with company policies and regulatory guidelines.
• Identify Risks and Escalate When Necessary: Recognise accounts requiring further action and escalate to the appropriate team for resolution.
• Ensure Accurate Records: Log all customer interactions, ensuring account information is up-to-date and actions are well-documented.
• Support Vulnerable Customers: Identify cases of vulnerability and signpost customers to appropriate internal or external support services.

This role is all about balancing empathy with assertiveness. You’ll need to be firm but fair, understanding individual circumstances while achieving the goal of debt resolution.

Location and Training
This role is based at our Walnut Court office in Swindon. During your probation period (minimum six months), you’ll work on-site to receive hands-on training and support.

• Training Start Date: Monday, 10th February 2025.
• Training hours: 9:00 am to 5:00 pm for four weeks. Attendance is essential to ensure you’re set up for success.
• After training, your working hours will be Monday to Friday, 8:00 am to 8:00 pm, on a rotating shift pattern.

What you should bring to the role
We want individuals who thrive in challenging situations and bring:

• Strong Communication Skills: You can confidently and clearly explain complex issues while maintaining professionalism and respect.
• Resilience Under Pressure: You remain composed during tough conversations and work effectively in high-pressure environments.
• Problem-Solving Ability: You’re quick-thinking and creative, finding solutions to achieve the best outcomes for the business and the customer.
• Attention to Detail: You keep meticulous records, ensuring accuracy in every interaction.
• Results-Driven Mindset: You’re motivated by meeting targets and achieving tangible outcomes.

Your Experience

• Proven experience in roles involving challenging customer interactions, such as debt recovery, customer service, or credit control.
• Confidence managing multi-channel communications, including phone, email, and letters.
• Proficiency with Microsoft Office and an ability to work across multiple systems.

What’s in it for you?
This role is more than just a job—it’s a chance to develop your skills and contribute to the success of the UK’s largest water and wastewater provider. Thames Water offers:

• A Competitive Salary of £24,560 per annum.
• 24 days of annual leave, increasing with service, plus bank holidays.
• A contributory pension scheme with employer contributions of up to 12%.
• Comprehensive training to equip you for success.
• Access to our benefits hub, offering discounts and well-being resources.

Find out more about our benefits and perks

Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.