Collections Consultant

The Collections Consultant handles day-to-day inbound and outbound contact with customers in arrears. They are the voice of Fluro's collections function: speaking to customers across phone, email, SMS, and WhatsApp, understanding their circumstances, and agreeing sustainable repayment arrangements. This is a role where empathy and accountability go together. The right person can have a difficult conversation with a customer who is struggling, stay calm and professional, and reach a resolution that is fair for the customer and right for the business. Requirements Handles inbound and outbound collections contact across phone, email, SMS, and WhatsApp within SLA Contacts customers in arrears to discuss their situation and agree sustainable repayment arrangements Sets up and maintains repayment plans, direct debits, and forbearance arrangements accurately Processes IVA and DMP notifications and takes the required account actions Identifies vulnerable customers and applies the appropriate vulnerability process consistently Recognises simple complaints within scope, resolves them correctly, and escalates complex cases to the Complaints Lead Completes all case records and call notes accurately after every interaction Meets daily and monthly contact and quality targets Acts on QA feedback and takes personal ownership of quality improvement Participates in team huddles and calibration sessions Responsibilities Able to conduct inbound and outbound collections contact across phone, email, SMS, and WhatsApp professionally Understanding of repayment plan options, direct debit management, and forbearance approaches Familiar with IVA and DMP processes and the account actions they require Aware of Consumer Duty obligations and what fair treatment looks like in a collections context Able to identify vulnerable customers and apply Fluro's vulnerability framework consistently Accurate in case recording, repayment plan documentation, and compliance-related administration Developing familiarity with Receeve, Zendesk, and Aircall Benefits Pension scheme – Fluro matches up to 5% Health Insurance, which includes covering the full cost of premiums and can be extended to cover any dependants who live at the same address Fluro pays up to £30 per month towards an employee’s gym membership Life insurance policy – 4x salary Income protection policy Service Recognition for 5+ years & 10+ years at Fluro