Interquest
London
Full Time
Permanent
£30,000 - £35,000 Per Annum
Central London (Hybrid) Up to £35,000 + benefits Full Time - Mon-Fri, alt Saturdays
Are you a customer-focused professional with a background in collections and arrears management? Do you thrive in a fast-paced, regulated environment where empathy and clear communication matter? If so, this could be the perfect opportunity for you.
We're working with a dynamic and growing UK retail bank with deep community roots and an exciting transformation journey underway. The organisation is committed to providing accessible, responsible finance and meaningful customer support - especially when it matters most. Now, they're looking for a Collections Executive to play a vital role in managing customer relationships, particularly for those facing financial difficulty.
Why You'll Love This RoleJoin a forward-thinking, digitally enabled bank that's making a real impact in underserved communities
Be part of a supportive team that genuinely cares about customers and operates with warmth and integrity
Enjoy a flexible hybrid model (2-3 days in a modern Central London office)
Act as the first point of contact for customers in arrears, delivering clear, empathetic, and solutions-driven support
Agree affordable and sustainable repayment plans tailored to individual customer needs
Identify and support vulnerable customers, applying appropriate forbearance strategies
Handle inbound/outbound calls, emails, and SMS communications related to loans and savings products
Maintain accurate customer records and ensure full compliance with internal policies and regulatory requirements
Liaise with internal departments to ensure seamless case handovers and customer experience
Spot and escalate complex cases, recommending next steps to senior managers
Support general customer service when needed - we're a small, collaborative team
Proven experience in collections, arrears, or recoveries within a financial services setting
Strong communication skills with the ability to de-escalate situations and build trust
Solid understanding of UK financial regulations, especially around customer vulnerability and fair treatment
Excellent attention to detail and ability to work independently in a hybrid setting
Comfortable using Excel and managing administrative tasks with accuracy
A proactive team player with a problem-solving mindset
Bonus if you have:
Experience working with UK savings products
Familiarity with systems like Phoenix or UK payment schemes
InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.
Interquest
London
Full Time
Permanent
£30,000 - £35,000 Per Annum