Debt Collections Agent

Join Our Team as a Collections Agent – Make a Real Impact!

Are you passionate about delivering outstanding customer service while tackling challenging conversations? Do you thrive in a fast-paced environment where quick thinking and problem-solving skills are key? If so, we want you on our team!

We’re seeking resilient and driven individuals to join us as Debt Collections Agents. In this role, you’ll be at the heart of customer interactions—resolving overdue accounts, negotiating positive outcomes, and helping customers get back on track financially while protecting the business’s interests.

This is more than just a collections role—it’s an opportunity to build relationships, provide meaningful solutions, and make a real difference.

What you’ll be doing as a Debt Collections Agent

As a key player in our team, you’ll handle complex conversations confidently, balancing empathy with assertiveness to reach resolutions that benefit both the customer and the business.

Key Responsibilities:

• Engage with Customers: Proactively reach out via phone, email, and letters to discuss overdue accounts and find the best path forward.
• Navigate Difficult Conversations: Stay calm under pressure and confidently handle objections, always keeping the focus on solutions.
• Negotiate Repayment Plans: Work with customers to create sustainable payment arrangements, ensuring compliance with policies and regulations.
• Identify and Escalate Issues: Recognise accounts that require additional action and pass them to the appropriate team.
• Keep Accurate Records: Maintain up-to-date logs of all customer interactions, ensuring clarity and compliance.
• Support Vulnerable Customers: Identify customers who need extra support and signpost them to relevant services.

This role is perfect for those who can balance customer care with business needs—understanding individual circumstances while driving results.

Location and Training

This position is based at our Walnut Court office in Swindon. To set you up for success, you’ll receive full training on-site during your probation period (minimum six months)

• Training Start Date: Monday, 10th March 2025.
• Training Hours: 9:00 am – 5:00 pm (four weeks). Attendance is essential.
• Working Hours (Post-Training): Rotating shift pattern, Monday to Friday, 8:00 am – 8:00 pm.

We need people who thrive in dynamic environments, embrace challenges, and bring a passion for customer service.

You’ll Excel in This Role If You Have:

• Exceptional Communication Skills: You can clearly explain complex information while remaining professional and approachable.
• Resilience and Adaptability: You stay composed during tough conversations and adapt quickly to changing situations.
• Problem-Solving Ability: You think on your feet, finding creative solutions that benefit both the customer and the business.
• Attention to Detail: You ensure accuracy in every interaction, keeping meticulous records.
• A Results-Driven Mindset: You’re motivated by achieving targets and delivering successful outcomes.

Your Experience:

• Previous experience in customer service, debt recovery, credit control, or a similar role involving challenging conversations.
• Confidence in handling multi-channel communications (phone, email).
• Proficiency with Microsoft Office and the ability to navigate multiple systems effectively.

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.

The 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 a 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. We aim to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support you.

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.