Collections Support Agent

🛡️ Collections Support Agent 🌍 Hybrid 📍 Manchester 📂 Collections, Operations 🕒 Full Time - 2 days per week in office 💷 £29,000 Who we are Jaja is a UK‑based consumer finance business with a simple mission: to empower customers to buy, borrow and build using smart tech, strong data, and clear design. We launched our digital credit card in 2018 and we’re continuing to grow, with new products and experiences in the pipeline. Our goal is to strip out unnecessary complexity and give people more control over their money — or as we put it, Make Simple. Our values guide how we work: Care Deeply. Adapt & Thrive. Challenge Everything. Go For It. Own It. Make It Simple. We’re scaling quickly, and there’s a lot of exciting change happening across the business. We’re growing and transforming - and we’re looking for compassionate, confident communicators to join us on this exciting journey. Whether you’re an experienced collections professional or bring customer service experience from a financial setting, your mindset matters most. If you’re eager to learn, motivated to grow, and thrive in a supportive team environment, our excellent training will set you up for success. In this role, you’ll support customers through a variety of financial situations including arrears, overlimit, persistent debt, and vulnerability with empathy and care. The role is split between phone-based activity and live chat functions. If you’re looking to build a career, there’s real opportunity to grow. Our Operations team is full of inspiring success stories, and we’re proud of our strong track record in developing talent. We value team players who embrace change, are curious to learn, and are passionate about delivering exceptional customer experiences. What You’ll Be Doing: Supporting customers across collections channels (chat, phone, email, and written) with empathy and understanding. Listening actively and assessing customer situations to agree on sustainable, affordable solutions. Tailoring your approach to support vulnerable customers with sensitivity and care. Sharing ideas to improve our processes and adapting quickly to change. Managing varied workloads and solving problems with confidence and creativity. Keeping accurate records in line with company and regulatory standards. Sharing customer feedback to help us continuously improve. Meeting quality and compliance standards while delivering outstanding service. Collaborating with your team to meet goals and support one another. Staying informed on products, services, and operational updates. Working towards individual and team KPIs and SLAs. What You’ll Bring: Experience in collections or customer service, ideally within credit cards or lending. Understanding of financial services regulations related to collections. Strong verbal and written communication skills. Confidence working in a fast-paced, evolving environment. Familiarity with call centre technologies (diallers, customer portals, etc.). A proactive mindset - you enjoy solving problems and making things better. Why Join Us? This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever. We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself! Plan Your Commute We're based at XYZ Building, Floor 2, Suite 5, Hardman Boulevard, Manchester, M3 3AQ, just a short walk from Deansgate (5 mins), Salford Central (8 mins), and Manchester Victoria (15 mins) What's in it for you? The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever Competitive salary Pension contributions, including Salary Exchange facility Annual bonus potential Private medical cover provided by Vitality (Optional benefit) 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days). Your birthday off each year as an additional day's holiday 4x life insurance cover Access to our confidential Employee assistance programme