Collections Training & Development Officer

Job Title: Collections Training & Development Officer

Salary: £29,000 - £32,000 plus excellent benefits

Hours: 37.5 hours per week

Location: Solihull

Working as a Collections Training & Development Officer within HR you will support the Manager and Team Leader in delivering high quality training for new and existing employees across various departments, within a well-established financial services business with Platinum Investors in People accreditation.

You would be part of a values driven, award winning business passionate about creating a flexible and inclusive environment.This company is renowned for employee retention and the benefits package that all employees receive is extensive.It includes generous holiday allowance, with a day off for your birthday, paid community volunteering, company-wide, profit-sharing bonus, pension plan with employer contributions of up to 10% of your annual salary, life assurance and personal accident cover.

Duties:

Facilitating engaging training sessions

Delivering one-to-one feedback through roleplays and live call assessments

Handle live collection calls under trainee observation whilst providing a demonstrable model of best-practice call handling.

Ensure colleagues understand financial products, manage customer interactions professionally, and consistently meet quality and compliance standards.

Identify learning needs to support colleague development.

Promote compliance with FCA regulations.

Track learner development, and escalate progress to Team Leader

Serve as a trusted support resource for new starters throughout their onboarding journey.

Develop training materials, create maintain and update engaging training content and lessons plans.

Key Skills Required:

Experience in Collections, ideally within Mortgages or Motor Finance

Strong call-handling skills with the ability to manage customer queries and complaints effectively.

Awareness of FCA Conduct Rules

Ability to identify skill gaps and recommend development interventions.

Experience in training delivery, coaching and/or training design.

Excellent written and verbal communication skills, including confident group presentation abilities.

Contact:

For more information or to apply please send your CV or contact Morgan Parkes Recruitment.

Morgan Parkes Recruitment Ltd operate in the UK and can only process applications from candidates who are currently eligible to live and work in the UK. We operate a strict equal opportunities policy.

Personal data you supply will be used for contacting you via telephone or email about our service. Your data will be kept securely and retained in line with GDPR regulations. You have the right to withdraw your consent to the use of your personal data for the specified purpose at any time.

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