[Hiring] UK Collections Specialist @Penbrothers

Role Description

Your primary duty is to be the client's dedicated collections agent, handling overdue-payment cases. You will work closely with the client's Customer Operations, Payments and Compliance teams, and above all deliver calm, compassionate service in conversations that are often difficult and financially sensitive.

In addition to collections, this role can also take on the investigation and resolution of escalated customer complaints and disputes:

• Getting to the bottom of what happened.
• Resolving it within the client's guidelines.
• Communicating the outcome to the customer with empathy and clarity.

What You’ll Do

• Handle the client's collections cases day in, day out — contacting childminders by phone and email to recover overdue balances, understanding why they've fallen behind, and negotiating and setting up payment arrangements within agreed limits.
• Follow the client's established collections playbook, phone scripts and process from first chase through to formal notices and, where necessary, debt-recovery steps — always giving the customer a fair, clear route to resolve things.
• Keep every case accurate and up to date across the client's systems, logging each contact and its outcome in writing so the full history and the agreed next steps are never in doubt.
• Operate within a tight mandate: recognise when a case falls outside what you can agree yourself, and tee it up cleanly for a senior decision-maker with the facts, figures and a recommendation.
• Be proactive in identifying blockers that are slowing a decision or a resolution, and in spotting patterns across cases — recurring issues, gaps in the process, or root causes — and flag them so the team can improve.
• Support the wider Customer Operations and Compliance teams with related administrative work, including triaging messages and helping keep trackers and records in good order.
• Above all, deliver excellent, compassionate customer service that recovers what's owed while keeping the client's childminders supported.
• Investigate and respond to escalated complaints and disputes — getting to the bottom of what happened, resolving it within the client's guidelines, and communicating the outcome to the customer with empathy and clarity.

Qualifications

• Minimum of 2 years of international experience in collections, credit control or debt recovery.
• Experience handling formal complaints, disputes or resolutions.
• Confident and experienced in customer contact by both outbound phone and email.
• Bachelor's degree in Business, Finance, Accounting or any related field.
• Strong customer mindset and enjoy building strong relationships with the community.
• Strong aptitude for numbers and detail-oriented.
• Able to deal with challenging customer situations while remaining calm and professional.
• Ability to explain difficult concepts in an easy to understand manner.
• Proactive in spotting blockers and patterns across cases.
• Excited about solving problems and improving processes.
• Comfortable in a fast-paced, front line support position.
• Compassionate and able to handle sensitive situations on the phone or via message.

Requirements

• Good spreadsheet skills.
• Experience working in a fast paced customer service position.
• Experience in financial services, payments, or a regulated environment.
• Comfort using various tech platforms (e.g., Airtable, Intercom, Front, Stripe, Notion, Gsuite, and some built-in-house tools).

Benefits

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.

Company Description

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

Our client is a marketplace technology platform that supports childminders and parents with a difference. They provide a complete ecosystem to support childminders and parents accelerate children's development through play and learning inside the homes of childminders. Our client also helps families access high quality childcare with a strong focus on child development and early years learning education.