Collections Advisor (m/f/d) at Capita in Łódź Voivodeship, PL

As a Collections Advisor, you will support customers by handling account-related enquiries, resolving issues efficiently, and providing excellent service. You will help manage customer concerns, support complaint resolution, and ensure all activities are completed in line with company policies and legal requirements. We are looking for a customer-focused professional with strong communication skills, attention to detail, and a proactive approach to problem-solving.

Job title: Collections Advisor (m/f/d)

Job Description:

What you'll be doing:

• As a Collections Advisor, you will be supporting Ireland's leading energy brand, providing excellent customer experience on all interactions, and assisting our customers in reducing their arrears. You will be supported with extensive initial training, so that we can help you to build your knowledge and skills required to work with confidence. What you’ll be doing:
• Handling outbound / inbound calls, requesting payment from the customers with overdue bills
• Assisting customers in financial hardship, providing options and solutions to reduce their arrears
• Building rapport, empathising and handling difficult conversations with customers who are struggling financially
• Dealing with some of our more vulnerable customers and their complex needs
• Ensure day-to-day service delivery targets are met, dealing with all queries and requests in a timely, professional and consistent manner
• Accurately record all contact interactions on systems in line with expected process
• Embracing learning, coaching and development to continuously improve your skills and capability

Skills you need to succeed:

• C1 English skills
• Excellent interpersonal and organisational skills
• Highly effective verbal and written communication skills, including a high standard of vocabulary & grammar
• Telephone and computer literate.
• Ability to demonstrate empathy and ownership of customer problems, inspiring customer confidence
• Self-motivate
• Able to work in shifts between 09:30-21:00 Monday to Friday, 5 days a week in hybrid model (3 days from the office / 2 days from home)
• Ready to work full time on site for first 6 weeks

What we offer

• Take care of your health - with supplementary medical insurance with LuxMed

• Generali group insurance

• Multisport or MultiKafeteria benefit systems

• Work-life balance that matters - friendly teams, supportive leaders, and a positive atmosphere (a 30-minute lunch break included in the 8-hour working day)

• An extra day off for voluntary activities close to your heart

• International experience every day - collaborate in a diverse, multinational environment influenced by British culture

• Inclusive employee networks - join communities that celebrate diversity, where you can connect, share, and learn

Capita is a digital consulting, transformation, and services company. Every day, our colleagues help millions of people by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments, and citizens. We partner with our clients and provide them with the insights and cutting-edge technologies that give them back their time, allowing them to focus on what they do best and making people's lives easier and simpler. We have offices in the UK, Europe, India, and South Africa. Capita is a leading business services provider employing over 34,000 people across the UK and Europe.

We are an equal opportunity employer, which means we will consider all qualified applicants regardless of gender identity or expression, ethnic origin, national origin, religion or belief, age, sexual orientation, disability status, or any other protected characteristic. We recruit and develop our people based on merit and passion for improving results, and we are committed to creating an inclusive environment for all employees.

In accordance with Article 13(1) and (2) of the General Data Protection Regulation (GDPR) of April 27, 2016, we hereby inform you that: 1. The Data Controller of your personal data is Capita (Polska) Sp. z o.o., with its registered office in Kraków, ul. Lubicz 23; Kraków, KRS 0000365071, REGON 142604890, NIP 5252488222. For any questions or requests regarding data processing, please contact us at: PrivacyPoland@capita.com. 2. Your personal data will be processed for the purposes of the recruitment process, including the assessment of qualifications, aptitudes, and skills required for the position you are applying for and/or for future recruitment processes, if you have expressed such consent by checking the appropriate box below. 3. Legal basis for processing your personal data: a. Article 6(1)(c) of the GDPR (processing is necessary to comply with a legal obligation to which the controller is subject) and Article 6(1)(b) of the GDPR (processing is necessary to take steps at the request of the data subject prior to entering into a contract) to the extent specified in labour law (including, but not limited to, to the extent resulting from Article 22(1) § 1 of the Labour Code, such as name and surname; date of birth; contact details (mailing address); education; previous employment history), b. Your consent – ​​to the processing of other data provided in your CV and cover letter if you voluntarily provide us with data other than those requested, and to the processing of your personal data in future recruitment processes if you consent to participate in such processes, c. Our legitimate interest (Article 6(1)(f) of the GDPR) – in respect of data collected during the job interview, as well as test results. We have a legitimate interest in verifying your skills, aptitudes, and the legality of your residence and employment – ​​we need this to assess whether you are suitable for the position. 4. Your personal data will be transferred to a processor outside the European Economic Area (EEA), located in the United Kingdom, as part of the recruitment process, as well as to hiring managers located in various locations in the United Kingdom, Ireland, and Switzerland. For transfers of personal data to the United Kingdom, Northern Ireland, and Switzerland, the European Commission has determined an adequate level of data protection. Where your personal data is transferred to a processor outside the European Economic Area (EEA) and the transfer involves countries not designated by the European Commission as providing adequate legal protection for personal data, we will take steps to ensure adequate protection of the information, for example, by entering into appropriate data transfer agreements based on standard contractual clauses approved by the European Commission, referred to in Article 46.2 (c) of the GDPR, or by other appropriate means. Your personal data will be transferred to recipients participating in the recruitment process and employment, i.e., companies dealing with residence/employment legalization, medical examinations (Luxmed Sp. z o.o.), occupational health and safety training (Safety Umbrella Sp. z o.o.), HR services (Human Resources) and payroll services (AdAc Sp. z o.o.), as well as companies affiliated with the Capita Group. After a successful recruitment process, your data will be shared with the medical facility with which the Data Controller has signed an agreement to conduct preliminary examinations, with this facility being a separate Data Controller. Your personal data may also be disclosed to entities and bodies authorized to process such data. 5. Your personal data will be stored from the date of submission of your CV: a. for a period of 6 months for the purpose of processing your personal data in the current recruitment process to which you applied; b. for a period of 12 months if you consent to the processing of your personal data for future recruitment processes. 6. You have the right to request access to your personal data, to rectify or erase your data, restrict its processing, or transfer your data. The right to withdraw consent at any time does not affect the lawfulness of processing based on consent before its withdrawal. 7. You have the right to object to the processing of your data at any time. In such a situation, the Controller will cease processing your data for the above-mentioned purposes, unless the Controller demonstrates that there are compelling legitimate grounds for processing your data that override your interests, rights, and freedoms, or that your data is necessary for the establishment, exercise, or defence of legal claims. 8. Providing your personal data within the scope provided for in labour law, including in particular the scope provided for in Article 22(1) of the Labor Code, is mandatory. This data is required by law and is necessary for you to participate in the recruitment process. Failure to provide your data will result in your inability to participate in the recruitment process. Providing the remaining data is voluntary. 9. AI may be used during the recruitment process, however your personal data will not be subject to automated decision-making, including profiling. 10. You have the right to lodge a complaint about the unlawful processing of your personal data with the supervisory authority: the President of the Personal Data Protection Office (UODO, ul. Stawki 2, 00-193 Warsaw).

Location: Łódź , Poland

Time Type: Full time

Contract Type: Fixed Term (Fixed Term)