Offer summary

Qualifications:

Minimum 4-7 years of experience in consumer and SMB debt collection., Strong skills in high-volume outbound calling and written follow-ups., Experience with collections CRM, dialer/VoIP, and payment gateways., Educational background or training related to finance, collections, or customer service..

Key responsibilities:

Manage a portfolio of consumer and SMB debt accounts.

Contact debtors via phone, SMS, email, and letters to negotiate payments.

Handle emotive cases, defuse irate customers, and escalate service issues.

Prepare and review pre-legal documentation and liaise with legal teams.

Job description

ParcelHero is one of the UK’s biggest parcel delivery price comparison sites. With over 5 million visitors a year, and over 100 remote employees worldwide, we’re a technologydriven company that’s going places, delivering innovative solutions to ensure exceptional customer care. As a forwardthinking and dynamic business, we offer excellent career growth opportunities.

In 2025, we will be rolling out worldwide our new TMS (Transport management solution) Parcelhero Pro, which enables retailers to pay a monthly subscription to centralise all orders and ship on their own carrier accounts using our cuttingedge shipping platform.

At ParcelHero, we foster a collaborative and innovative culture where every team members voice matters. Were a fastpaced, remotefirst company that values initiative, adaptability, and a strong sense of ownership. If youre someone who thrives in a dynamic, ambitious, and forwardthinking team, you’ll fit right in with us.

The role

We are seeking an enthusiastic, highly motivated Senior Debt Collector experienced in collecting consumer and small‑business (SMB) debts. You’ll contact customers regarding outstanding balances related to parcel deliveries—an emotive context that demands empathy, persuasion, and calm under pressure. You’ll negotiate full payment or sustainable payment plans, perform lawful skip‑tracing when contact data is invalid, and preparereview pre‑legal documentation for court action when required.
Mission: Recover cash quickly and fairly while preserving brand reputation and customer relationships.

Key Responsibilities
Portfolio ownership: Manage a rolling book of consumer & SMB accounts; prioritise by age, balance, risk, and dispute status.
Contact & negotiation: Reach debtors via phone, SMS, email, and letters; use consultative negotiation to agree payment in full or a compliant instalment plan.
Emotive case handling: Defuse irate customers linked to delivery issues (loss, delay, damage); separate service complaints from debt obligations; escalate legitimate service failures for remediationcredits.
Skip‑tracing: Lawfully locate debtors when numbersaddresses are invalid (open‑source checks, directories, credit‑referencing data available to the company); verify identity before discussing account details.
Dispute resolution: Log, triage, and resolve disputes; gather evidence (proof of delivery, timestamps, photo confirmation, carrier notes) to close disputes and proceed to collection.
Pre‑legal workflow: Draftreview pre‑action notices, statements of account, call notes, and evidence bundles; liaise with internal legaladmin and external counsel; track deadlines.
Compliance & conduct: Follow applicable debt collection, consumer protection, anti‑harassment, and data‑privacy rules for the operating country; adhere to call‑attempttime‑of‑day limits and disclosure scripts.
Reporting & hygiene: Keep CRMcollections system up to date; log every attemptcontactoutcome; forecast cash; flag systemic reasons for non‑payment.
Continuous improvement: AB test scripts, contact cadences, and settlement offers; feed insights to Finance, Ops, and Customer Service.

Required Experience
4–7+ years in consumer andor SMB collections, ideally within eCommerce, logistics, delivery, or utilitiestelecomsfin‑services.
Demonstrated success meeting cash collected, PTP→kept (promise‑to‑pay kept), and days‑to‑collect targets.
Skilled in high‑volume outbound calling with excellent written follow‑ups (SMSemailletters).
Hands‑on with a collections CRM, dialerVoIP, payment gateways, and basic spreadsheets.
Comfortable preparing pre‑legal packs and collaborating with legal administratorscounsel.
Nice to have: Experience across multiple jurisdictions; multilingual; prior chargebackdispute handling; knowledge of couriercarrier operations.

Skills and Competencies
At least one years of experience collecting consumer debt
At least 5 years experience collecting business debt
Persuasive negotiator with tact and resilience; balances firmness with empathy.
De‑escalation mastery: active listening, labeling emotions, reframing, and solutioning.
Process‑driven: disciplined follow‑up, meticulous notes, and evidence capture.
Data‑literate: reads dunning reports, cohorts, and contact‑strategy results; iterates.
Integrity & compliance first mindset; protects customer data and brand.

The detail
8:30am to 5pm MonFri (GMT).
15 days holiday per year.
You work as a contractor and are responsible for your own tax.
You need a min 20 MB broadband line, and your own PCLaptop and headset.