Apprentice Debt Collection Officer (Office Based)

Summary

We are looking for an Apprentice Debt Collection Officer to join our team and gain valuable experience while working towards L3 Customer Service Specialist. The apprenticeship will provide you with the skills and knowledge needed to handle complex debt collection cases, including international regulations while providing excellent customer service.

Wage

£21,000 a year

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Training course

Customer service specialist (level 3)

Hours

Monday to Friday 9.00am to 5.30pm.

37 hours 30 minutes a week

Start date

Tuesday 22 April 2025

Duration

1 year 3 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

Support the management of a portfolio of cross-border debts, assisting UK citizens with outstanding balances on loans from Middle Eastern banks
Communicate with clients via phone, email, and written correspondence to discuss and negotiate debt repayment plans
Provide expert customer service by offering clear advice on debt repayment options, while maintaining a professional and empathetic approach to sensitive financial situations
Manage international debt recovery issues, ensuring an understanding of the complexities of dealing with foreign financial institutions and international payment systems
Ensure compliance with all relevant UK and international laws, including Financial Conduct Authority (FCA) regulations, data protection laws, and cross-border debt collection rules
Accurately document all communications and agreements in line with company procedures and legal requirements
Work with senior team members to escalate cases when necessary, especially those requiring legal intervention or complex dispute resolution
Participate in training sessions to learn about the intricacies of cross-border debt collection, foreign jurisdictions, and international consumer protection laws
Handle complaints and disputes, ensuring they are resolved in line with industry standards and internal policies
Assist in reporting and administrative tasks to ensure debt recovery efforts are well-documented and compliant with all regulatory frameworks

Where you’ll work

THE ISLAND
MOOR ROAD
CHESHAM
HP5 1NZ

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

BUCKINGHAMSHIRE COUNCIL

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

Customer Service Specialist Level 3 Apprenticeship Standard:

This apprenticeship is designed to equip you with essential customer service, technical, and business skills to help you thrive in a retail and service environment
Your training will be completed online with a dedicated tutor who will support you in your studies
You will be given one day a week to work on your apprenticeship training

More training information

A unique opportunity to learn about the complexities of cross-border debt collection in an international setting
Comprehensive on-the-job training, including exposure to various legal and financial aspects of debt collection and customer service
A supportive and professional team environment, helping you to develop the skills needed to succeed in a specialized financial sector

Requirements

Essential qualifications

GCSE in:

English (grade A-C/9-4)
Maths (grade A-C/9-4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Non judgemental
Role subject to DBS check

About this company

We are a licensed and regulated Debt Collection Agency, specializing in cross-border debt recovery. We work with UK citizens who have incurred consumer debt from financial institutions in the Middle East. As a business regulated by the Financial Conduct Authority (FCA), we are committed to the highest standards of professionalism and compliance.

https://idrww.com/ (opens in new tab)

After this apprenticeship

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level

Ask a question

The contact for this apprenticeship is:

BUCKINGHAMSHIRE COUNCIL

Sabrina Tebb

sabrina.tebb@buckinghamshire.gov.uk

The reference code for this apprenticeship is VAC1000310526.

Apply now

Closes in 7 days (Wednesday 9 April 2025 at 11:59pm)

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