Role : - Senior Advisor, Debt Control
Industry : Telecoms, Managed IT, Security
Market Place : Great Britain
Shift Timings : 2:15pm to 11:30pm (Monday to Friday) | Alt Saturdays till 7:30pm
Location : Salt Lake, Sector 5, Kolkata.
Job Summary:
The Collection Advisor will be responsible for engaging with UK telecom customers regarding overdue and billed accounts, with a strong focus on effective objection handling, empathetic communication, and compliant debt recovery. The role requires proven experience in UK telecom collections and billing, ensuring balances are recovered while maintaining customer trust and adhering to UK regulatory standards.
Key Responsibilities:
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Conduct inbound and outbound interactions with UK telecom customers for collections and billing-related queries.
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Handle payment objections such as affordability concerns, billing disputes, service dissatisfaction, and payment delays using structured collection techniques.
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Negotiate realistic and compliant payment arrangements, settlements, and installment plans.
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Demonstrate strong active listening, empathy, and rapport-building skills during difficult financial conversations.
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Clearly explain billing components including usage charges, contract terms, early termination fees, and late payment fees.
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Resolve disputes by reviewing account history and coordinating with internal billing or technical teams.
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Identify vulnerable customers and follow appropriate UK-mandated support and escalation procedures.
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Accurately document customer interactions, objections, and payment commitments in CRM systems.
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Maintain strict adherence to FCA guidelines, Ofcom regulations, Treating Customers Fairly (TCF), and GDPR.
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Achieve individual and team targets for collections, PTP conversion, and call quality without compromising compliance or customer experience.
Required Experience & Qualifications:
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Minimum [12th grade / Graduate] qualification.
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Mandatory experience in UK Telecom Collections and Billing (BPO or in-house).
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Proven track record in debt recovery, late-stage or early-stage collections within the UK market.
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Hands-on experience handling billing disputes, payment objections, and affordability conversations.
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Strong understanding of UK telecom billing structures and customer lifecycle.
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Experience working with UK customers and managing sensitive financial conversations
Key Skills & Competencies:
Collection & Objection Handling Skills:
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Skilled in probing techniques to identify root causes of non-payment.
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Ability to overcome objections while remaining compliant and customer-centric.
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Strong negotiation and influencing skills focused on win-win outcomes.
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Confidence in discussing arrears, consequences of non-payment, and next steps clearly and professionally.
Soft Skills:
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High level of empathy, emotional intelligence, and patience.
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Excellent verbal and written communication in English.
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Ability to de-escalate frustrated or distressed customers.
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Resilience and composure under pressure.
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Strong listening and problem-solving skills.
CTC, Bonuses & Rewards: -
Salescom Services Private Limited is an equal opportunity employer in the local industry.
Our operations and company visions are quite niche and heavily focused towards being a massively successful operations engaged in next generation sales & marketing wins, support and information technology enabled services & solutions.
CTC for the right employee is not pre-defined as such however will be a best fit match than the local industry standards.
Come, interview with us, figure out if we both are the right fit for each other, and the rest will follow suit.
Caf Facilities, company funded meals, generous leaves, medical insurance paid for, exposure to game-changing knowledge in UK phone & internet-based technologies & constant re-investments in your training & skill-aided development will be there to gain long term in this role!
