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The Collections Officer plays a key role in protecting the financial health of the business by managing overdue accounts and driving effective debt recovery outcomes. You'll bring a professional, solutions-focused approach to every customer interaction, balancing empathy with commercial sense, while working within the framework of credit control best practice and relevant legislation
What you'll be doing
- Manage and chase overdue accounts across the full collections cycle. From initial contact through to payment arrangement, settlement negotiation, and potential escalation to recovery agents or bailiffs.
- Monitor and reconcile debtor balances, maintaining accurate, up-to-date records with all correspondence and notes logged against the correct account
- Negotiate payment plans and settlements in line with company policy, balancing commercial outcomes with a fair and empathetic approach to every customer interaction
- Liaise with customers via phone and email, building and maintaining relationships that support timely payment while protecting customer retention
- Work closely with internal teams and external collections partners to ensure processes are followed consistently and debtors are held accountable
- Uphold credit control policies and Treating Customers Fairly (TCF) principles in every interaction, ensuring compliance is embedded in day-to-day practice
- Report weekly on aged debt and account status, using data to identify trends, flag risks, and drive continuous improvement in collections processes
What you'll bring
- 1+ year proven experience in debt collection with a solid understanding of collections policy, procedures, and best practice.
- Comfortable managing a high volume of accounts and calls, with strong organisational skills, attention to detail, and the ability to prioritise a demanding workload
- Confident communicator with the interpersonal skills to deal effectively with a range of customers and stakeholders
- Proficient in Microsoft Office (intermediate to advanced), with experience using accounting software such as Xero (desirable but not essential)
- A proactive, collaborative team player who's equally comfortable working on their own initiative and contributing to shared workloads
Splend is a dynamic growth company with a shared vision for success. Our benefits are thoughtfully designed to attract individuals who thrive in an environment where they can contribute to and celebrate in the process of building a global brand with true impact.
At Splend, we value diversity and inclusion and consider it as key to our success. We are dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.
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