Collections Administrator

The Collections Administrator is responsible for managing and supporting customers in arrears, experiencing financial difficulty and/or susceptible to arrears, treating customers fairly and identifying the most appropriate outcome based on their circumstances.

This role combines arrears case management with administration support activities to ensure effective management of customer accounts and operational processes.

Providing regulated support to customers in accordance with MCOB 13, Consumer Duty and other relevant regulatory requirements, the role holder will also complete key operational administration activities, producing documentation, maintaining records and supporting wider departmental objectives.

Working collaboratively with both internal and external stakeholders, the postholder will contribute to delivering excellent customer outcomes, operational efficiency and regulatory compliance.

This role is based full-time at our Leek office. Shift Pattern - Monday to Friday between the hours of 8am -6pm (8am-4pm & 10am-6pm shifts)

We are looking for someone with a strong customer service focus who can confidently handle sensitive and challenging conversations while maintaining a high standard of administrative accuracy.

You will be resilient, empathetic and organised, with the ability to manage a varied workload involving customer contact, documentation processing, data management and stakeholder communication.

You should be comfortable working in a regulated environment and able to balance customer outcomes with business and regulatory requirements.

For this role you’ll need to have:

• Strong verbal and written communication skills.
• Experience handling complex customer enquiries and complaints.
• Ability to accurately record and maintain customer information.
• Proficient in Microsoft Word, Excel, PowerPoint and SharePoint.
• Strong organisational and workload management skills.
• Ability to work both independently and collaboratively.
• Educated to GCSE level or equivalent.

Experience in these areas would be helpful:

• Experience within collections, arrears, recoveries or mortgage servicing.
• Knowledge of FCA regulations, MCOB, Consumer Duty and CONC requirements.
• Experience within a regulated financial services environment.
• Experience producing management information and operational reporting.

Full time – 35 hours

In 2025, Coventry Building Society purchased The Co-operative Bank. Bringing together our purpose-led building society with the UK’s original ethical bank was the start of an exciting journey.

Trusted by over four million people, we’re a mutually owned business free from shareholders, and with our combined experience of almost 300 years, our ethics and dedication will continue to guide us. Together, we have shared values and an ethical approach towards our members, customers and colleagues.

We’re officially recognised as a ‘Great Place to Work’ and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and comprehensive support for wellbeing. 

We’re serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you’ll build more than just a career with us.

Flexibility and why it matters

We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.                                                                                                

Proud to be a Disability Confident Committed Employer

We’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.