Collections Agent

Collections Agent (Car Finance)

Location: London (hybrid; open to discussion)
Type: Full-time
Working pattern: Includes some weekend work (up to 2 weekends per month)

About Carmoola

At Carmoola, we’re changing the way people get on the road—making car finance faster, fairer, and built around the customer. We’ve reimagined car finance from the ground up with a seamless, digital experience that puts drivers in control.

Since launch, we’ve raised over £560m from top-tier investors, helped over 25,000 customers get behind the wheel, and we’re scaling fast.

Your Mission

You’ll be on the front line of our Collections team, speaking with customers who have fallen behind on their payments and helping them find a way forward. This is a high-contact role built around the phone, so you’ll need to be confident and comfortable talking with people.

From the first conversation through to setting up an affordable payment plan, you’ll play a real part in keeping people on the road—while ensuring they are treated fairly at every step.

This is a role for someone who is a great listener, stays calm under pressure, and genuinely wants to help people through a difficult moment. You don’t need years of experience—just the right attitude and genuine care for getting the customer outcome right.

What You’ll Be Doing

• Support customers who have fallen behind by making outbound calls and handling inbound contact with customers in arrears.
• Have honest, empathetic conversations to understand customers’ circumstances and agree realistic, affordable repayment arrangements.
• Follow through repayment arrangements to completion.
• Spot and support vulnerability by recognising when a customer needs extra care, following the vulnerability process, and escalating when needed.
• Keep accurate records by logging every interaction clearly and completely for a full, compliant account history.
• Work within FCA guidance and Consumer Duty, treating customers fairly in every conversation.
• Contribute to team goals by meeting call and collection targets while keeping quality and customer outcomes front of mind.

What You’ll Bring

• Customer-first mindset: You care about doing the right thing for people, especially those going through a hard time.
• Great communication: Confident and warm on the phone, a strong listener, and able to hold difficult conversations with empathy.
• Calm and resilience: Professional and composed, even when calls are tough or emotional.
• Organisation: You manage your workload and record information accurately.
• Drive and teamwork: You want to hit your targets and support the people around you.
• Collections experience not required: You don’t need a background in collections—full training will be provided. The right attitude and genuine care matter most.
• Call centre experience is a plus: Any time spent in a call centre, or other phone-based roles (e.g., customer service or retail), would be beneficial but not essential.
• Motivation: Genuine excitement for Carmoola’s mission and the opportunity to help shape how people get on the road.
• Apply even if you don’t meet every requirement: They care more about attitude and potential than a perfect match on paper.

Why Join Carmoola?

• Salary: £30k to £35k, depending on experience
• Performance pay: Yearly performance-based pay reviews
• Flexible working: Open to remote and hybrid options, with a preference for some time together each week in the London office in Primrose Hill
• Holidays: 25 days + bank holidays, plus an extra day on your birthday
• Private healthcare
• Pension: 5% employer matched contribution
• Cycle to Work Scheme
• Learning and growth: Real exposure to how a fast-scaling lender works
• Team: A fast-paced, fun team that works hard, supports each other, and celebrates wins
• Career impact: A pivotal role inside a fast-growing fintech during a meaningful stage of its journey