Are you someone who enjoys helping people find practical solutions while delivering a great customer experience? As a Collections Specialist, you'll play a key role in supporting customers who may be experiencing financial difficulties. Through meaningful conversations, active listening, and a tailored approach, you'll help customers understand their options and agree realistic repayment solutions. Working in a supportive, collaborative environment, you'll balance customer needs, client requirements, and regulatory standards to achieve fair outcomes. This is a hybrid role based from our Newcastle office at Quorum Business Park two days per week with the rest working from home. Working patterns operate between 8am and 8pm Monday to Friday, and 8am to 4pm on Saturdays, with time off in lieu for weekend working. Managing inbound and outbound customer communications relating to outstanding debt across phone, email and digital channels. Taking ownership of customer accounts, progressing cases through to resolution and ensuring accurate record keeping. Understanding customers' financial circumstances through effective questioning, active listening and affordability assessments. Maintaining compliance with regulatory requirements, company policies, quality standards and complaint handling procedures. Experience building rapport with customers and delivering excellent customer service. Strong problem-solving skills, attention to detail and accurate data entry abilities. Good organisational skills with the ability to manage workloads and customer accounts effectively. Confidence using multiple systems, including customer account, contact centre and CRM platforms. Experience within a debt collection or customer care environment. Experience within mortgage or utility collections. Awareness of data protection, customer confidentiality and regulated customer treatment. Employment Type: Full-time, Permanent. Location: Hybrid, Newcastle (Quorum Business Park) with 2 days per week in the office. Security Clearance Level: SC. Salary: Up to £27,000 per annum depending on experience. Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and pension. Founded in 2021, Sopra Steria Financial Services is redefining what's possible for public and private sector organisations across the UK. Our team delivers cutting-edge IT support and consultancy to leading banks, energises customer experiences for the nation's largest savings bank through advanced contact centre services, and empowers organisations to recover outstanding debt with smart, data-driven strategies. We're not just supporting businesses, we're shaping the future of financial services with integrity, creativity and a relentless focus on doing what's right. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We havepartnered with Vercida , the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role.