Customer Recovery Advisor

We're looking for a Customer Recovery Advisor to join our Financial Services team As a Recoveries Advisor you will be an integral part of the financial services family. Working closely with our customers and your colleagues you will deliver a solution focussed approach to what can be challenging and complex situations. The ideal candidate will be bright, confident, and able to think on their feet with a truly customer focussed approach. This is a fully on-site role, based at our office in the Northern Quarter- Manchester city centre. What will you do as a Customer Recovery Advisor at N Brown?

• Handling contacts with customers regarding their accounts via telephone, email, and written correspondence
• Interacting with customers who may be in arears and or financial difficulties
• Negotiating affordable payment plans and ensure accurate records are maintained
• Building rapport with customers to understand their circumstances and identify suitable repayment solutions
• Hold conversations with customers around income, expenditure and budgeting
• Handle customer queries and disputes professionally and efficiently
• Assisting vulnerable customers
• Taking payment, setting up repayment plans and providing forbearance options
• Logging and resolving complaints
• Ensure all collections activities comply with FCA regulations and company procedures
• Work towards individual and team performance targets
  
  Ability to operate in a regulated environment
• Ability to operate and interact using multiple contact channels (Telephony, Written, Digital)
• Driven and able to work to KPI's
• Capable of problem solving
• Solution focused
• Ability to review and analyse information at a fast pace
• Ability to remain controlled in a challenging environment
• Ability to utilise multiple IT platforms
• Demonstrate N Brown behaviours
  
  N Brown is a leading UK digital retail platform for clothing, footwear, home and technology, headquartered in Manchester and employing over 1,000 people nationwide. Through our strategic retail brands JD Williams, Jacamo and Simply Be and our unique payments offering, we exist to champion inclusivity and serve the underserved. Our customers are our passion, and we take great pride in delivering products that ensure they can look and feel amazing, without compromising on choice, value and accessibility.
We're committed to building a diverse workforce and creating an inclusive environment that values equality for all. Our vision is that by 'By championing inclusion, N Brown will become the UK's most loved and trusted consumer platform, shaping the future of financial empowerment and personal expression'. 'Diversity, Equity, Inclusion and Belonging are, therefore, at the heart of our culture. In May 2024 we were delighted to be named one of The Sunday Times Best Places to Work 2024. We work hard to create a happy and inclusive culture for everyone and we're so proud to have made this list - as voted for by our very own colleagues! Ways of Working Our Head Office is located in the Northern Quarter in Manchester City Centre. So if you are travelling by train, tram or bus we're perfectly located, plus we're surrounded by cool cafes, trendy bars and the best places to eat! Our working hours are 36.17 per week over 5 days. We believe AI will become a standard part of modern professional practice. We are therefore looking for individuals who are open to learning, testing, and responsibly adopting AI tools to improve efficiency, insight, and impact in their role.


• Annual bonus scheme
• Enhanced maternity and adoption leave
• Company pension with up to 8% N Brown contribution
• Mental Health support both internally and externally, including access to our wellbeing champions and counselling services
• A range of financial wellbeing support
• Stream - a financial wellbeing tool that helps you track your pay, access earnings early and manage your money with confidence
• Colleague discount across all N Brown brands
• Onsite café with subsidised rates and local restaurant discounts!
• Life Assurance
• Paid volunteer time - all our colleagues can take a full day paid to volunteer for a charity of their choice
N Brown - who we are and why work for us?