UK Collections Specialist

 About Penbrothers 

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client 

Our client is a marketplace technology platform that supports childminders and parents with a difference. They provide a complete ecosystem to support childminders and parents accelerate children's development through play and learning inside the homes of childminders. Our client also helps families access high quality childcare with a strong focus on child development and early years learning education. They are building a vibrant community, run by their home childminders who can impact their local neighborhoods and beyond.

About the Role

Your primary duty is to be the client's dedicated collections agent, handling overdue-payment cases. You will work closely with the client's Customer Operations, Payments and Compliance teams, and above all deliver calm, compassionate service in conversations that are often difficult and financially sensitive. 

In addition to collections, this role can also take on the investigation and resolution of escalated customer complaints and disputes: getting to the bottom of what happened, resolving it within the client's guidelines, and communicating the outcome to the customer with empathy and clarity. 

What You’ll Do

• Handle the client's collections cases day in, day out — contacting childminders by phone and email to recover overdue balances, understanding why they've fallen behind, and negotiating and setting up payment arrangements within agreed limits. 

• Follow the client's established collections playbook, phone scripts and process from first chase through to formal notices and, where necessary, debt-recovery steps — always giving the customer a fair, clear route to resolve things. 

• Keep every case accurate and up to date across the client's systems, logging each contact and its outcome in writing so the full history and the agreed next steps are never in doubt. 

• Operate within a tight mandate: recognise when a case falls outside what you can agree yourself, and tee it up cleanly for a senior decision-maker with the facts, figures and a recommendation. 

• Be proactive in identifying blockers that are slowing a decision or a resolution, and in spotting patterns across cases — recurring issues, gaps in the process, or root causes — and flag them so the team can improve. 

• Support the wider Customer Operations and Compliance teams with related administrative work, including triaging messages and helping keep trackers and records in good order.

• Above all, deliver excellent, compassionate customer service that recovers what's owed while keeping the client's childminders supported. 

• Investigate and respond to escalated complaints and disputes — getting to the bottom of what happened, resolving it within the client's guidelines, and communicating the outcome to the customer with empathy and clarity. 

What You Bring

• Minimum of 2 years of international experience in collections, credit control or debt recovery. Experience handling formal complaints, disputes or resolutions. 

• Confident and experienced in customer contact by both outbound phone and email. Available to work UK business hours. 

• Bachelor's degree in Business, Finance, Accounting or any related field. 

• You have a strong customer mindset and will enjoy building strong relationships with our community. 

• You have a strong aptitude for numbers and don't mind rolling your sleeves up to get into the detail. 

• You are able to deal with challenging customer situations and can hold a firm, fair line while staying calm and professional. 

• You have a knack for explaining difficult concepts in an easy to understand manner. 

• You're proactive — you can spot what's blocking a decision and notice patterns across the cases you handle, and you speak up to improve things. 

• You're excited about solving problems and improving processes. 

• You are comfortable in a fast-paced, front line support position. 

• You're compassionate and can handle sensitive situations on the phone or via message. 

• It would also be great if you had the following skills/experiences but if you don't then please do still apply: 

• Good spreadsheet skills 

• Experience working in a fast paced customer service position 

• Experience in financial services, payments, or a regulated environment 

• Comfort using a lot of different tech platforms - we'll teach you how to use any you're unfamiliar with, but we mainly use Airtable, Intercom, Front, Stripe, Notion, Gsuite, and some built-in-house tools.

  Our Hiring Process

We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.

Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies. 

·   Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience. 

·   Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.

·   Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home. 

·   Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.