Customer Account Manager

About the company

Are you looking for a role where you can make a real difference

while building a rewarding career in customer management? Our

situations—helping them find realistic, manageable solutions while delivering a first-class service to our clients.

You’ll be part of a supportive team, with opportunities to

develop your skills in negotiation, customer care, and account

management—all within a structured and highly regulated environment.

Your tasks

About the Role As a Customer Account Manager, you’ll take ownership of customer

accounts, working closely with individuals who may be in arrears.

Through meaningful conversations, you’ll help customers find fair

and sustainable ways to resolve their accounts.

This is more than just a call-handling role—you’ll be building

trust, showing empathy, and making a genuine impact on people’s

situations while achieving positive outcomes for both the customer and the business.

What You’ll Be Doing

• Speaking with customers via phone and written communication to

resolve outstanding balances

• Agreeing affordable repayment plans tailored to individual

circumstances

• Setting up payment solutions such as Direct Debits or

prepayment options

• Handling sensitive conversations with empathy, professionalism,

and confidence

• Identifying and supporting vulnerable customers, including

signposting to relevant support services

• Keeping accurate, clear records across multiple systems

• Working closely with clients and field teams to achieve the

best outcomes

• Meeting performance and quality targets while delivering

Requirements

We’re looking for people who are

• Confident communicators who can handle a variety of customer

situations

• Empathetic and respectful, especially when dealing with

sensitive circumstances

• Motivated by targets and achieving results

• Organised, with strong attention to detail

• Comfortable using IT systems and working in a fast-paced

environment

• Customer Account Manager

• Experience in customer service or telephone-based roles is

essential. Experience in debt collection or negotiation is a

bonus—but not required, as we’ll support your development.

What Makes You a Great Fit

• You stay calm under pressure and approach challenges positively

• You can balance customer care with achieving outcomes

• You’re proactive, team-focused, and always looking to improve

• You take pride in doing things the right way

What we offer

Hybrid working that rewards you: You’ll benefit from 1 guaranteed

day working from home each week, with the opportunity to earn up

to 2 additional remote days based on your performance—giving you

flexibility while recognising your achievements.

What You’ll Get in Return

• A supportive team environment where your contribution matters

• The chance to develop valuable, transferable skills

• Performance-based flexibility with hybrid working

• A role where you can genuinely help people and make an impact