Contact Centre Recovery Specialist

Could you use your customer service and collections
experience to help recover vital funds that will be reinvested directly back
into the NHS?

As a Contact Centre Recovery Specialist, you'll play a key
role in recovering outstanding debt on behalf of NHS organisations across the
UK. Every successful recovery helps ensure public funds are returned where they
belong, supporting essential NHS services and making a real difference to
patient care.

Joining our Collections team means becoming part of a
supportive and collaborative environment where people work together to achieve
results while delivering outstanding customer service. You'll liaise with a
wide range of customers, helping them understand their accounts, resolving
queries, and agreeing realistic repayment solutions. The team is made up of
colleagues with a variety of experience levels and has a strong culture of
coaching, development and internal progression. In fact, many of our leaders have
developed their careers from within the collections function.

This is hybrid working role with an expectation to work
regularly in the Leeds office.

What you'll be doing:

- Managing
inbound and outbound customer contact to recover outstanding NHS-related
debt through telephone and email communications.
- Reviewing
customer accounts, investigating queries, and maintaining accurate records
of all interactions.
- Assessing
individual circumstances and resolving disputes professionally to achieve
fair outcomes for customers and NHS clients.
- Negotiating
suitable repayment arrangements and supporting customers in managing
outstanding balances.
- Working
closely with NHS Trusts and internal stakeholders to progress collection
activities and resolve complex cases.
- Working
within a KPI and SLA-driven environment while delivering excellent
customer service and collections performance.

What you'll bring:

- Experience
working in a target-driven or KPI-focused environment.
- Strong
communication and listening skills with a professional and confident
telephone manner.
- The
ability to handle challenging conversations with empathy, resilience and
professionalism.
- Good
administration and organisational skills with the ability to prioritise
workload effectively.
- Confidence
using Microsoft Office and working with financial information, data or
account records.

It would be great if you had:

- An
understanding of ledgers, invoicing or financial processes.
- Experience
working within a regulated collections environment.
- Previous
collections or debt recovery experience.

If you're interested in this role but not sure if your
skills and experience are exactly what we're looking for, please do apply, we'd
love to hear from you!

Employment
Type: Full-time, Permanent.
Location: Leeds.
Security
Clearance Level: DBS.
Internal
Recruiter: Chloe.
Salary: £27,400.00 per annum
Benefits: 25
days annual leave with the choice to buy additional days, health cash plan,
life assurance, and pension.

Loved
reading about this job and want to know more about us?

NHS
Shared Business Services (NHS SBS) was created by the Department of Health and
Social Care to deliver corporate services to the NHS. A unique joint venture
with Sopra Steria, a European leader in digital services and software
development, we make life easier for NHS employees, patients, and suppliers,
and deliver value for money to the taxpayer. Proud members of the NHS family,
we provide finance & accounting, digital, procurement and workforce
services to more than half the NHS in England, and our solutions are
underpinned by cutting-edge technologies and our teams’ expertise, in-depth
understanding of the NHS, and commitment to service excellence.

We
share common values and unity of purpose with the rest of the NHS family, are
committed to being a force for good, and are dedicated and empowered to act
responsibly and sustainably at organisational, team and individual level.

Would
you like to join us on our journey?