Collections Executive

Admiral Money are looking for a Collections Executive to join on a permanent basis!

Admiral Money is a growing lending business and is on track to become a strategic pillar within the Admiral Group. We’ve got a great opportunity to join our Collections team. BUT wait, it’s not like what you see of the TV. When our customers are struggling to pay, we need people who can reassure them we will never ask them to pay us something they can’t afford. We need people to listen and through effective questioning get to understand what’s led them to be in their position. We need people who can support our customers by putting the right support in place to allow our customers to start getting back on the right track.

About Admiral Money

Admiral Money is an exciting, new division of Admiral Group. We have the freedom and innovation of a small start up with the security of a large parent company, Admiral. 

The journey started when we launched unsecured personal loans in June 2017. We went on to be the first direct to consumer car finance provider in December 2017. Since then, we have gone from strength to strength and have some exciting plans for the future.

We’re looking for people who are keen to learn, excited about getting stuck in and are ready for a challenge to help us to achieve our aim of creating a special lending business for our customers.

Your Career

Please note: The successful candidate will be expected to work from our Cardiff office 1 day per week.

In this role, you will be responsible for maintaining our reputation as a caring, responsible, and understanding lender. You'll need to complete your work diligently to enable us to make the right business decisions, based on the information we are given by customers. As the business grows, you'll develop a detailed understanding of consumer lending. You'll expand on this expertise with exposure to other teams in the business and have regular coaching, training, and feedback. Being successful in your application will lead to an exciting, stable, and prosperous career with a clear line of progression and development within a regulated environment.

Your Day

Our Collections Advisors work closely with customers who are in early arrears to help bring their accounts back into good health, agreeing repayments that are affordable and sustainable. They do this by taking the time to understand the customer’s individual situation, showing empathy and respect, and providing fair outcomes and positive experiences at all times.

We pride ourselves on our fair and ethical approach and helping every customer on their road to financial recovery. If you are a customer-focused individual who enjoys talking to people and would like to make a real difference to the customers you interact with, then we are keen to hear from you.

As an experienced Collections Advisor, you will excel at listening, be able to explain things clearly, and have an empathetic approach, tailoring each call to the individual customer’s needs. You will have the confidence to take ownership, using your knowledge and experience to ensure that every single customer you speak to will put the phone down feeling valued.

We know our people are our biggest investment, which is why we take the time to ensure every new joiner to our team receives our comprehensive training. We value behaviours over direct experience; therefore, if you can demonstrate a flair for customer communications, empathy, and excellent listening skills, then you could be just what we need.

This could be the job that you have been looking for if:

• You have experience within a similar role within debt collection/arrears customer service or credit control.
• You are confident to call customers in arrears and have experience of arranging payment plans with customers.
• You are naturally curious and inquisitive to help understand customers' circumstances and how we can best support them.
• You are customer-focused and take pride in achieving good outcomes for people who need financial support.
• You are willing to be developed, coached, and to take on board feedback.
• You are comfortable in a telephony-based role, enjoy working with others, and have a positive work ethic.
• You can deal with customers, recognize customer complaints, and provide problem resolutions in a fair and responsible manner.
• You can identify vulnerable customers and carefully manage relationships with people in sensitive situations using empathy.

What you’ll get

• Working in place with a fantastic, people focused culture.
• Hybrid working, 4 days per week from home with 1 day in the office.
• Laptop and headset provided to work from home.
• Opening hours - Monday to Thursday 8am to 5pm, and Friday 8am to 4.30pm.
• Free parking local to the office
• Admiral share scheme
• Other benefits

Salary, Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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