ABOUT THE ROLE

We are looking for a highly motivated and customer-focused Complex Customer Team Agent to join our team based at Tachbrook Park.
This is a pivotal role supporting some of our most complex customers—those with unique requirements that cannot be managed at a regional level. You will take full end-to-end ownership of a portfolio of accounts, including onboarding, query resolution, payment management, and debt collection.
You will work in a dynamic, real-time environment, helping to shape and uphold high service standards, performance targets, and quality outcomes. This is a fantastic opportunity for someone who thrives on variety, ownership, and customer engagement.

KEY RESPONSIBILITIES

• Manage a portfolio of complex customer accounts from setup through to debt recovery.
• Proactively resolve customer queries, using strong objection-handling skills to navigate challenging conversations.
• Collaborate with the collections team on debt handovers as per the defined process.
• Ensure CRM systems are accurately updated to reflect customer interactions and account status.
• Maintain strong working knowledge of all relevant processes, adapting quickly to changes.
• Identify and escalate issues preventing payment or debt resolution.
• Negotiate and validate payment plans where applicable.
• Monitor and respond to payment trends, escalating as needed for credit checks.
• Provide regular performance updates and key indicators to team leads.
• Champion process improvements and raise opportunities for change where identified.