Telephony Customer Adviser - Collections and Recoveries

Telephony Customer Adviser - Collections and Recoveries

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The Requirements

Join us as a Telephony Customer Service Adviser in Birmingham

  • You'll be supporting our valued customers who are experiencing financial difficulties, and providing expert guidance to deliver positive outcomes
  • Use your motivation and passion for providing a great service to make a difference for our customers
  • Thrive in an area with significant scope for career progression and talent development

What you'll do

As a vital member of our Collections and Recoveries Telephony team, you'll provide a broad spectrum of options and support to customers in financial difficulties, and bring to life our goal of returning them to financial health.

Your role will involve:

  • Answering incoming calls from customers and third parties and offering proactive help as you make outbound calls to our customers to discuss their financial needs
  • Listening to your customers with empathy, gathering information and carrying out a needs analysis to understand their true financial position and the root cause of the financial difficulty
  • Negotiating financial solutions that suit both the bank and the customer, matching processes and products to meet our customers' needs

The skills you'll need

If you've worked in a collections and recoveries environment before that would be great, but what's really essential to this role is your passion for delivering exceptional customer service and your positive attitude.

You'll be:

  • Highly self motivated with excellent communication and negotiation skills
  • Creative and flexible in the way you work with colleagues, and able to demonstrate genuine empathy with a customers situation and needs
  • Well skilled to effectively rehabilitate customer accounts, and make sure cases are progressed appropriately

What else you need to know

We’re here for our customers, whatever the time of day or night, so you’ll need to be flexible in working a rotating shift pattern.

The centre is open 8am to 9pm Monday to Friday, and 9am to 5pm on a Saturday and Sunday. Your shift patterns will vary, with flexible options available on a full time basis, and not all teams work Sundays. We’ll discuss your hours in more detail with you during your interview stage. Training will be 9am to 5pm over 9 weeks.

How we'll reward you

In return, we offer a competitive reward package of £20,250 (pro rata for hours worked), including a 25% cash and benefit funding programme that can be tailored to suit your individual needs. In addition, we provide a wide selection of exclusive lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your work/life priorities.

For more information on our benefits, please visit our website.


At NatWest, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles, find out more here.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.