The Payment Support Advisor supports customers in early arrears by providing empathetic payment solutions, sustainable repayment arrangements, and excellent customer service while ensuring regulatory compliance.
Minimum Qualifications
Experience Required
- Minimum of 2–3 years' experience in premium customer service, early arrears, payment support, financial hardship, or high-empathy collections.
- Previous contact centre experience is essential.
- UK utilities or regulated financial services experience is highly desirable.
- Experience conducting affordability assessments (Income & Expenditure) and negotiating realistic repayment arrangements.
- Proven ability to handle emotionally sensitive customer conversations with professionalism and empathy.
- Experience working within a target-driven, quality-focused, and highly regulated environment.
Skills and...