Collections Executive

Admiral Money is looking for a Collections Executive to join the team!

Admiral Money is the dynamic lending arm of Admiral Group, offering personal loans, motor finance, and homeowner loans since 2017. We’re building something special for our customers and are looking for curious, driven individuals ready to learn, take on challenges, and make an impact.

We’re proud to be a certified Great Place to Work for over 25 years, with recognition for Women and Wellbeing. Our inclusive culture empowers everyone to Be You.

Need support during the recruitment process? Just let us know – we’re here to help.

The role

This is a great opportunity to join our Collections team - and it’s probably not what you see on TV. This role goes beyond answering phones. We put our customers at the heart of everything we do, and when they’re struggling to pay, we need people who can listen, reassure them and, through effective questioning, understand what has led to their situation. The role is about supporting and advising customers to help get them back on the right track.

In this role, you’ll be responsible for maintaining our reputation as a caring, responsible and understanding lender. You’ll complete your work diligently to help us make the right business decisions, based on the information shared by customers.

As the business grows, you’ll develop a detailed understanding of consumer lending, supported by regular coaching, training and feedback. You’ll also gain exposure to other teams across the business, helping to broaden your skills and experience. Being successful in this role can lead to a stable and rewarding career, with clear progression opportunities within a regulated environment.

Please note: The successful candidate will be expected to work from our Cardiff office one day per week. This is a Monday-Friday role with no weekend working requirements.

Your Day

Our Collections Executives work closely with customers who are in early arrears to help bring their accounts back into good health, agreeing repayments that are affordable and sustainable. This is achieved by taking the time to understand each customer’s individual circumstances, showing empathy and respect, and providing fair outcomes and positive experiences at all times.

We pride ourselves on our fair and ethical approach and on supporting every customer on their road to financial recovery. If you’re customer‑focused, enjoy talking to people and want to make a meaningful difference to those you interact with, we’d love to hear from you.

As a Collections Executive, you’ll excel at listening, be able to explain things clearly, and take an empathetic approach, tailoring each conversation to the customer’s needs. You’ll have the confidence to take responsibility for customer outcomes, using your knowledge and experience to ensure every customer finishes the call feeling valued and supported.

We know our people are our biggest investment, which is why we ensure every new team member receives comprehensive training. We value behaviours and potential as much as direct experience, so if you can demonstrate strong customer communication skills, empathy and excellent listening ability, you could be exactly who we’re looking for.

Essential Criteria

To be successful in this role, you will be able to demonstrate:

• Experience in a similar role within debt collection, arrears, customer service or credit control.
• Confidence in speaking with customers in arrears and experience of agreeing payment plans that support their individual circumstances.
• A naturally curious and inquisitive approach, helping you to understand customers' circumstances and how we can best support them.
• A customer-focused mindset and pride in achieving positive outcomes for people who need financial support.
• A willingness to learn, develop, take on feedback and continuously improve. Comfort working in a telephony-based role, enjoying collaboration with colleagues and demonstrating a positive work ethic.
• The ability to support customers, recognise complaints and provide fair and responsible resolutions.
• The ability to identify vulnerable customers and manage sensitive situations with empathy, care and professionalism.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

As a Disability Confident Leader, for candidates with a disability or long-term health condition, that opt into the Disability Confident scheme, we’ll invite a fair and proportionate number of applicants that meet the essential requirements of the role to the first stage of our selection process.

If you need any adjustments or support with your application or during the recruitment process, just let us know. Please do email ***email_hidden*** or contact us on View phone number on uk.workus.org. This number is dedicated to supporting candidates that require reasonable adjustments or support during the application process.