Customer Service Advisor in Coventry, West Midlands

Oakley Recruitment is working in partnership with an expanding organisation based in Coventry. This is an excellent opportunity to join the team as a Collections Advisor on a full-time temporary basis.

Job Role:

• Managing customer accounts by running aged debt reports and actively working arrears
• Handling high volumes of inbound and outbound customer calls
• Monitoring the collections inbox and responding to emails promptly
• Collecting payments via phone, email, and written correspondence and accurately updating customer records
• Allocating daily bank payments and maintaining accurate account ledgers
• Raising and managing credit requests to prevent backlogs
• Resolving customer queries efficiently, working closely with internal departments when required
• Maintaining accurate and up-to-date customer account information
• Identifying and escalating potential risk accounts to senior management
• Preparing documentation for external agents and managing third-party relationships
• Supporting bad debt write-offs in line with approval processes and system requirements
• Handling sensitive and confidential information appropriately
• Delivering a high standard of customer service while supporting customers with clear information and available options

Skills and experience:

• Proven experience in a similar role
• Proficient in Microsoft Office, including Word and Excel
• Confident decision maker with the ability to take ownership of arrears cases
• Able to prioritise workloads effectively to meet productivity targets
• Strong problem-solving skills with a proactive approach
• Comfortable working independently and effectively as a team

Reward

• Hybrid working, 3 days in the office required
• Accrued holiday
• Free parking

Culture and Environment
You will be working in a friendly and welcoming workplace that is warm, supportive, and fast-paced. The office environment is open-plan and modern, creating a bright and engaging space where teamwork and communication are encouraged. Alongside this, you’ll have the opportunity to work within a hybrid model, offering flexibility while still benefiting from the support, energy, and connection of the wider team.

Personality
The ideal candidate will a confident, organised, and resilient professional with strong communication and negotiation skills. You balance empathy with assertiveness, remain calm under pressure, and take ownership of your workload.

If you are self-motivated, adaptable, and professional at all times, with a strong focus on delivering excellent customer outcomes while working in line with regulatory requirements, this could be the opportunity for you!

Please Note: We do not contact or write to unsuccessful candidates. If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful. By applying for this vacancy, you are permitting for Oakley Recruitment to contact you and retain your details. In compliance with the regulations (April 2004) in place under the Employment Agencies Act, Oakley Recruitment will require proof of identification. A copy of your passport, birth certificate and NI number will be required, as part of your interview process.