Collections Advisor

Collections Advisor

Location: London – Curve office in Paddington
Hours: Full time (35 hours per week)
Working Pattern: Hybrid (at least two days per week, or 40% of your time, in the office)
Salary Range: £31,379 - £33,030
End Date: Thursday 03 September 2026

Flexible Working Options

• Flexibility in when hours are worked
• Hybrid working
• Reduced hours

Job Description Summary

Supports new and existing customers with their financial and service needs across a range of channels, delivering an excellent customer experience. Helps Britain and Northern Ireland prosper by ensuring customers receive fair outcomes, are dealt with efficiently, and are referred to the correct person or channel where appropriate—including vulnerable customers. Acts in line with Group Values, Behaviours, and Codes of Responsibility, and supports Lloyds Banking Group priorities.

About This Opportunity – Curve Credit

At Curve Credit, we’re committed to supporting customers at every stage of their financial journey. We understand managing finances can be challenging, and we help customers find solutions that work for them while delivering fair and positive outcomes.

We help customers manage their money by enabling them to spend, track their behaviour, and see insights with additional security.

We’re looking for multiple Customer Success Agents passionate about supporting customers through sensitive financial situations. You’ll build trusted relationships, provide personalised support, and help customers manage repayments—ensuring excellent customer outcomes within a regulated environment.

This is a great opportunity for someone who enjoys helping people, making informed decisions, and having a meaningful impact on customers’ financial wellbeing.

What You’ll Be Doing

• Build strong, trusted relationships with customers to understand their circumstances and provide support where accounts have fallen into arrears.
• Communicate with customers via telephone and email, providing clear, fair, and transparent information tailored to individual needs.
• Support customers to manage repayments and maximise the benefits of using Curve, while delivering positive customer outcomes.
• Make informed decisions using available information to support customers in a fair and responsible way.
• Work in line with financial regulations, internal policies, and customer care standards.
• Maintain accurate customer records and update account information.
• Identify and escalate customer queries or complaints to the appropriate teams where required.
• Keep up to date with relevant training, policies, and regulatory requirements.

What You’ll Need

As a minimum, we’re looking for evidence of the following skills and experience:

• Customer Service & Experience: Experience delivering high-quality customer service, ideally within a customer service, collections, or financial services environment, with the ability to support customers through a range of situations and outcomes.
• Emotional Intelligence & Managing Customer Vulnerability: Build trusted relationships through empathy, active listening, and effective questioning; recognise signs of customer vulnerability; adapt your approach to understand customer needs and provide the right support, particularly during sensitive conversations.
• Accountability & Decision Making: Take ownership of customer interactions and proactively seek solutions, using sound judgement and available information to make fair, balanced decisions that support positive customer outcomes.
• Customer Centricity & Communication: Understand customer needs and deliver personalised support, adapting your communication style to provide clear, fair, and effective guidance.
• Adaptability & Continuous Learning: Adjust your approach, priorities, and ways of working as customer needs, products, and processes evolve while maintaining up-to-date knowledge; in a fast-moving environment, embrace change and stay focused on delivering a great customer experience.

And any experience of the following would be really useful:

• Experience supporting customers whose accounts are in arrears or experiencing financial difficulty.
• Experience working within a regulated financial services environment.
• Knowledge of complaints handling and customer resolution processes.
• Understanding of GDPR and data protection requirements.
• Strong numeracy and literacy skills.
• Experience maintaining detailed and accurate customer records.

About Working for Us

We’re committed to building an inclusive and diverse workplace where everyone can succeed. We welcome different experiences, perspectives, and ways of thinking, as they help us better serve our customers.

Reasonable adjustments are available throughout the recruitment process, and we encourage applications from candidates of all backgrounds.

Benefits

• 22 days’ holiday, plus bank holidays
• A discretionary annual performance-related bonus
• Generous pension contribution
• Private healthcare options
• Wellbeing support and benefits
• Colleague discounts and lifestyle benefits
• Access to learning, development, and career opportunities across Lloyds Banking Group

Ready to Apply?

If you’re passionate about helping customers, providing support through challenging situations, and delivering positive customer outcomes, we’d love to hear from you.