Job Description

About Us

ACT Credit Management Ltd is a long-established and fast-growing collections agency, with over 20 years of industry experience. Our Glasgow City Centre team supports clients across the UK, working alongside our Head Office in London. We are in an exciting period of expansion, and this is a fantastic opportunity to join a collaborative, people-focused organisation where your contribution will truly make an impact.

The Role

As a member of our Collections team, you will play a key role in supporting customers and helping resolve overdue accounts in a fair, ethical, and compliant manner. You'll handle a mix of inbound and outbound calls within a busy contact-centre environment, ensuring every customer receives a high standard of service, support, and clarity. This role is ideal for someone who enjoys problem-solving, communicating with customers, and working as part of a high-performing team.

The role is full-time at 37.5 hours per week, with working hours from Monday to Thursday, 9:00 am to 5:00 pm, and Friday from 9:00 am to 4:00 pm, including one Saturday per month from 9:00 am to 1:00 pm. The dress code is completely casual. The position is based in our Glasgow office, located at 46 Bath Street, Glasgow G2 1HG. The starting salary for this position is 23,800, with an on target equivalent (OTE) of 26,000.

Key Responsibilities

Engage with customers by phone to support the resolution of outstanding accounts

Handle inbound and outbound calls professionally, efficiently, and with empathy

Follow company processes, compliance guidelines, and industry best practice

Identify vulnerable customers and ensure appropriate support is provided

Maintain accurate records and update internal systems in real time

Work collaboratively with colleagues to achieve individual and team goals

Skills & Experience

Desirable but not essential:

Previous experience in collections, credit control, or a contact centre environment

Understanding of FCA, CSA, or Treating Customers Fairly (TCF) guidelines

Essential:

Excellent communication skills and a calm, professional manner

Strong IT literacy (Microsoft Outlook, Word, Excel)

Ability to support vulnerable customers with care and consideration

Organised, efficient, and confident managing competing priorities

Able to work collaboratively within a team and operate independently when required

Pass a basic disclosure/barring services check - paid for by the Company

Flexible, positive attitude with the ability to adapt to change

Our Core Values in Action

A

ct with Integrity - We act ethically, honestly, and fairly in all we do. Decisions are made with transparency and accountability, and we take pride in doing the right thing for our colleagues, clients, and the business.

C

ollaborate to Thrive - We put people first, supporting each other, collaborating across teams, and fostering an inclusive, respectful environment. Teamwork, empathy, and mutual respect guide how we work and celebrate successes.

T

arget Excellence - We continuously grow, learn, and innovate to deliver high-quality results. From improving processes to developing our skills, we embrace change and seek smarter ways of working while maintaining professionalism and focus.

Benefits of the Role

Enhanced holiday entitlement increasing with length of service awards

Life Assurance Programme

Employee Assistance Programme with access to our Discount Benefits Hub

Monthly bonus scheme - top up your monthly income

Bunk of Birthday scheme - take your birthday off as a paid day

Company Sick Pay scheme

Equal Opportunities

ACT Credit Management is committed to creating an inclusive workplace that welcomes and supports people from all backgrounds. We select candidates based on merit, capability, and alignment with our values.

Job Types: Full-time, Permanent

Pay: From 23,800.00 per year

Benefits:

Additional leave Casual dress Employee discount Health & wellbeing programme Life insurance Sick pay Store discount
Work Location: In person