Job Location: London
As the Collections Associate, you’ll play a crucial role in minimising losses and providing exceptional customer service to our tenants, landlords and agents.
What you’ll be doing day to day
- Lead outbound communication with tenants, keeping them informed of the status of their end-of-tenancy charges and collecting outstanding payments
- Contact tenants with outstanding payments to arrange payment or organise a payment plan as appropriate
- Ensure we have an accurate record of the status of all our collections accounts, keeping all documentation and electronic records in pristine condition
- Build out reporting to monitor scheduled payments and follow up with customers as required to ensure all agreed payments are made on time
Your impact at flatfair
- Support the commercial success of the business by reducing losses through outstanding debt
- Reduce our risk by ensuring all Collections processes are followed and SLAs met
- Help improve the Collections process as it continues to evolve by providing continual feedback and testing new approaches
What you’ll bring to the role
- A highly professional and resilient customer service professional with experience working in B2C consumer collections or debt recovery.
- This role will involve a high level of outbound calling, so you’ll be a confident communicator able to build rapport quickly
- Comfortable and incentivised by working towards clear targets
- An eye for detail – whether it’s accurate notes on every customer interaction or perfectly penned written comms
- A desire to continuously learn and improve our service to customers and team performance drives us in Collections
- You’ll combine empathy and resilience to ensure every customer interaction is fair, friendly and effective
This is a part-time role (25 hours a week) and you will need to be available a minimum of 4 days a week.
We value diversity and welcome applicants with varying backgrounds and experiences. Even if you don’t meet all the requirements, you could still be a great fit. Apply now if you believe you can excel in this position.
What you’ll get in return
- Annual 10% bonus, payable quarterly
- 25 days’ holiday plus an extra day for every year you’re part of the flatfam
- Monthly well-being allowance from Juno
- £1,500 personal L&D pot each year (CICM, AI upskilling, you choose) plus unlimited access to LinkedIn Learning from day one
- Employee recognition scheme and Employee of the Month award
- A culture of building fast, learning faster – flat hierarchy, no silos, everyone’s voice heard.
- The satisfaction of making renting fairer and more flexible for thousands.
- Salary: £27,000 (pro rata)