Process Officer

Are you passionate about helping customers and confident in handling meaningful conversations that can make a real difference?

We're looking for Customer-Focused Contact Centre Team Members to join our growing Collections team in Newcastle.

As part of our Debt Operations function, you'll support customers who may be experiencing financial difficulties, helping them find realistic and sustainable solutions while delivering excellent customer service. You'll be joining a supportive and collaborative team that puts customer outcomes first, with a strong focus on empathy, resilience, and doing the right thing for every customer.

This is a hybrid role, with an expectation to attend our Newcastle office for two days per week. Current working hours are Monday to Friday, with future service hours expected to operate between 8am and 8pm Monday to Friday and 8am to 4pm on Saturdays. Weekend working may be required on a rotational basis, typically 1 in 4 Saturdays, with time off in lieu provided.

We offer excellent training, ongoing development opportunities, and the chance to build a rewarding career within a growing financial services operation.

What you'll be doing:

• Handling inbound and outbound customer calls, emails, and digital communications relating to customer accounts.
• Understanding customers' circumstances through effective questioning and active listening.
• Supporting customers to agree affordable and sustainable repayment arrangements.
• Identifying vulnerable customers and ensuring appropriate support is provided.
• Managing customer cases through to resolution while maintaining accurate records across multiple systems.
• Delivering excellent customer outcomes while working within regulatory and compliance requirements.

What you'll bring:

• Experience working in a customer-facing environment.
• Strong verbal and written communication skills.
• The ability to build rapport and manage sensitive conversations professionally and empathetically.
• Strong listening, problem-solving, and decision-making skills.
• Resilience and the ability to remain calm in a fast-paced environment.
• Good IT skills with experience using multiple systems simultaneously.

It would be great if you had:

• Previous contact centre experience.
• Experience within collections, debt recovery, customer care, utilities, or financial services.
• Experience supporting vulnerable customers.
• Knowledge of regulated customer environments and customer confidentiality requirements.

If you're interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you!

Employment Type: Full-time, Permanent.

Location: Hybrid, Newcastle (Quorum Business Park) with 2 days per week in the office.
Security Clearance Level: SC.
Internal Recruiter: Chloe.
Salary: Up to £27,000 per annum depending on experience.
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and pension.

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Founded in 2021, Sopra Steria Financial Services is redefining what’s possible for public and private sector organisations across the UK. Our team delivers cutting-edge IT support and consultancy to leading banks, energises customer experiences for the nation’s largest savings bank through advanced contact centre services, and empowers organisations to recover outstanding debt with smart, data-driven strategies. Every solution we create is driven by a spirit of innovation and a commitment to putting our clients and their customers at the centre of every decision. We’re not just supporting businesses, we’re shaping the future of financial services with integrity, creativity and a relentless focus on doing what’s right.