Summary
We are looking for an Apprentice Debt Collection Officer to join our team and gain valuable experience while working towards L3 Customer Service Specialist. The apprenticeship will provide you with the skills and knowledge needed to handle complex debt collection cases, including international regulations while providing excellent customer service.
Wage
£21,000 a year
Training course
Customer service specialist (level 3)
Hours
Monday to Friday 9.00am to 5.30pm.
37 hours 30 minutes a week
Possible start date
Monday 31 March
Duration
1 year 3 months
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
* Support the management of a portfolio of cross-border debts, assisting UK citizens with outstanding balances on loans from Middle Eastern banks
* Communicate with clients via phone, email, and written correspondence to discuss and negotiate debt repayment plans
* Provide expert customer service by offering clear advice on debt repayment options, while maintaining a professional and empathetic approach to sensitive financial situations
* Manage international debt recovery issues, ensuring an understanding of the complexities of dealing with foreign financial institutions and international payment systems
* Ensure compliance with all relevant UK and international laws, including Financial Conduct Authority (FCA) regulations, data protection laws, and cross-border debt collection rules
* Accurately document all communications and agreements in line with company procedures and legal requirements
* Work with senior team members to escalate cases when necessary, especially those requiring legal intervention or complex dispute resolution
* Participate in training sessions to learn about the intricacies of cross-border debt collection, foreign jurisdictions, and international consumer protection laws
* Handle complaints and disputes, ensuring they are resolved in line with industry standards and internal policies
* Assist in reporting and administrative tasks to ensure debt recovery efforts are well-documented and compliant with all regulatory frameworks
Where you’ll work
THE ISLAND
MOOR ROAD
CHESHAM
HP5 1NZ
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
BUCKINGHAMSHIRE COUNCIL
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
* Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
* Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
* Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
* Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
* Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
* Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
* Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
* Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
* Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
* Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
* Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
* Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
* Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
* Service Improvement: Make recommendations based on your findings to enable improvement
* Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Your training plan
Customer Service Specialist Level 3 Apprenticeship Standard:
* This apprenticeship is designed to equip you with essential customer service, technical, and business skills to help you thrive in a retail and service environment
* Your training will be completed online with a dedicated tutor who will support you in your studies
* You will be given one day a week to work on your apprenticeship training
More training information
* A unique opportunity to learn about the complexities of cross-border debt collection in an international setting
* Comprehensive on-the-job training, including exposure to various legal and financial aspects of debt collection and customer service
* A supportive and professional team environment, helping you to develop the skills needed to succeed in a specialized financial sector
Requirements
Essential qualifications
GCSE in:
* English (grade A-C/9-4)
* Maths (grade A-C/9-4)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Non judgemental
* Role subject to DBS check