Customer Service & Collections Agent – Hybrid Working

Location: Croydon (within 10 miles) Salary: £27,000 per year, increasing to £28,860 following successful completion of probation + performance-based bonus Job Type: Full-time, 37.5 hours per week

Start Date: 16th November 2026

Step Into a Rewarding Career at CCSCollect!

CCSCollect is a leading debt recovery company based in Croydon, working with leading organisations including the Public Sector to help customers manage overdue accounts professionally and empathetically.

We’re looking for confident, customer-focused people to join our friendly, results-driven team. Previous customer service experience is important, with contact centre or collections experience an advantage.

If you’re a great communicator, enjoy helping people and can stay calm and professional in a fast-paced environment, this could be the next step in your career.

About the Role

As a Customer Service & Collections Agent, you’ll:

• Speak with customers about overdue accounts in a professional and empathetic way

• Negotiate and agree affordable repayment arrangements with customers

• Identify and support customers who may be vulnerable

• Handle customer queries and complaints efficiently

• Manage a high volume of inbound and outbound calls

• Maintain accurate records and follow regulatory and company procedures

You’ll have regular conversations with customers about sensitive financial matters, so being able to communicate clearly, listen effectively and handle challenging situations with confidence is key.

What We’re Looking For

We’re looking for someone who:

• Has previous customer service experience; contact centre or collections experience is an advantage

• Has a professional and confident telephone manner

• Communicates clearly and listens effectively

• Is comfortable handling objections and finding solutions

• Has good attention to detail and accurate data entry skills

• Can type confidently and use multiple systems at the same time

• Is comfortable working in a fast-paced, target-driven environment

• Shows empathy and patience when dealing with customers

• Has good IT skills and can maintain accurate records

• Is resilient and able to manage sensitive or challenging conversations professionally

Working Hours & Training

• Full-time, 37.5 hours per week

• Rotational shifts Monday–Friday, between 8:30am and 7:00pm

• 5 weeks’ training, Monday–Friday, 9:00am–5:00pm

• Training takes place in our Croydon office

• The role is office-based during training and the 3-month probationary period

• Following successful completion of probation, hybrid working may be available where the requirements of the role are met

• Annual leave cannot be taken during the first 5 weeks due to the structured training programme

Benefits

• £27,000 per year, increasing to £28,860 following successful completion of probation

• Performance-based bonus, typically £300 per month, with top performers earning significantly more

• 23 days’ annual leave, increasing to 28 days with each completed year of service, plus bank holidays

• Simply Health Plan, including Employee Assistance Programme, after successful completion of probation

• Company Pension – 3% employer & 5% employee contribution

• Monthly incentives & rewards

• Complimentary breakfast & refreshments

• One paid volunteering day

• Sick pay of up to 4 paid days per year, increasing to 8 days with length of service

Ready to Join Us?

If you’re looking for a new customer service opportunity with the chance to develop your skills and progress your career, we’d love to hear from you.