Your new company
Hays is partnering with a leading organisation operating within a highly regulated customer finance environment. With a strong focus on customer outcomes, compliance, and operational excellence, this business is committed to supporting customers through every stage of their journey while maintaining the highest standards of service and governance. This is an excellent opportunity to join a collaborative and fast-paced team where your contribution will have a direct impact on both customer experience and business performance.

Your new role
As a Collections Administrator, you will provide comprehensive administrative support across Collections, Recoveries, and Litigation activities. Working within a busy operational environment, you will be responsible for managing customer accounts, supporting vulnerable customers, handling correspondence, preparing legal documentation, and ensuring all activities are conducted in line with regulatory requirements and internal policies.

Key responsibilities include:

• Providing end-to-end administrative support across Collections, Recoveries, and Litigation functions.
• Processing incoming and outgoing correspondence, including emails, letters, legal notices, and customer documentation.
• Identifying customers experiencing vulnerability or financial difficulty and ensuring appropriate support is provided.
• Preparing case files for escalation to Recoveries or Litigation teams, ensuring documentation is accurate and complete.
• Supporting account reviews and identifying suitable next steps to achieve positive customer outcomes.
• Preparing and submitting legal and litigation documentation where required.
• Monitoring legal case progression and maintaining accurate system updates.
• Managing customer complaints in line with FCA requirements and agreed timescales.
• Investigating contractual breaches and supporting case resolution activities.
• Working closely with Financial Crime, Risk, Compliance, Legal, and other business functions to manage higher-risk cases.
• Completing credit reference agency searches and reviewing customer financial circumstances.
• Investigating account irregularities and escalating potential risks appropriately.
• Supporting vulnerable customers through empathetic communication and tailored solutions.
• Managing tracing activities and "gone away" cases to re-establish customer contact.
• Ensuring service level agreements are maintained, and all regulatory obligations are met.
• Reviewing cases thoroughly before default notices are issued, ensuring all relevant checks and investigations have been completed.

What you'll need to succeed
To be successful in this role, you will have:

• Previous experience within a Collections, Customer Service, Financial Services, or Administrative environment.
• Strong administration and organisational skills with excellent attention to detail.
• The ability to manage multiple priorities while working to strict deadlines.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Experience handling sensitive customer situations professionally and empathetically.
• A proactive approach with the ability to work independently and collaboratively.
• Good working knowledge of Microsoft Office applications.
• GCSEs or equivalent qualifications; further education would be advantageous.
• Experience supporting vulnerable customers and working within regulated environments would be highly desirable.

What you'll get in return

• Competitive salary and benefits package.
• Hybrid and flexible working opportunities where applicable.
• The opportunity to join a supportive and collaborative team environment.
• Exposure to a highly regulated and customer-focused business function.
• Ongoing training and professional development opportunities.
• Career progression within a growing and established organisation.
• The chance to make a meaningful impact by supporting customers through challenging circumstances.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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