Job Description

TM Legal are searching for a Case Manager.

At TM Legal, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution.

Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success.

Could this be the next step in your career?

As a Case Manager within a specialist debt recovery law firm, you will play a vital role in managing customer interactions and written communications across multiple channels- including phone, SMS, email, and post- to support the recovery of outstanding debts. This dual-focused role combines elements of both correspondence and collections case management, requiring excellent communication skills, attention to detail, and a strong understanding of legal and regulatory requirements.

You'll be responsible for handling incoming and outgoing correspondence and telephone calls from customers, clients, and the Court, as well as preparing and assisting with court applications and related documents. You will engage directly with customers in a professional and empathetic manner, tailoring support to individual financial circumstances and working towards sustainable debt resolution.

This is an ideal opportunity for individuals with a genuine interest in legal processes and debt recovery, who thrive in a fast-paced, regulated environment. With full training provided, you will develop the expertise needed to contribute meaningfully- helping people navigate financial difficulty while delivering positive outcomes for our clients.

So, what will your day-to-day look like?

Customer Correspondence & Engagement

Respond promptly and professionally to written customer communications, including disputes, settlement proposals, and payment queries. Prepare accurate and clear correspondence, such as payment reminders and formal notices, to support effective debt recovery. Conduct proactive outbound calls using the dialler system and manage inbound calls with empathy and professionalism. Tailor support to individual financial circumstances, providing sustainable and appropriate repayment options.
Court Correspondence & Legal Processes

Handle incoming correspondence from the Court, ensuring accurate responses in line with procedural and legal requirements. Assist in preparing and submitting court applications under supervision, maintaining compliance with legal standards. Make telephone calls to the Court when required to follow up on cases, gather updates, or clarify procedural details.
Case Management

Maintain detailed and accurate case records, documenting all customer interactions, payment arrangements, legal documents, and decisions. Collaborate with internal teams and solicitors to gather essential case information, ensuring seamless progression and timely resolution. Proactively assess and refer cases to internal specialist teams or external support services when appropriate.
Customer Feedback & Service Improvement

Address customer reviews and online feedback with professionalism, focusing on resolving concerns and enhancing the firm's reputation. Monitor feedback trends to identify opportunities to improve service delivery and the overall customer experience. Support the continuous evaluation of processes to ensure high standards of professionalism and operational efficiency.
Compliance, Ethics & Standards

Consistently adhere to internal protocols, training guidelines, and all regulatory frameworks, including data protection and debt collection standards. Ensure that all communications and court-related actions uphold the firm's ethical standards and commitment to customer fairness. Champion high-quality service and efficient debt recovery outcomes through a best-practice approach.
Collaboration & Communication

Work closely with colleagues, clients, solicitors, and external stakeholders to progress case resolution and support complex or escalated matters. Deliver clear, compassionate, and respectful communication that drives positive customer outcomes while protecting the firm's professional integrity.

Does this sound like you?

Experience in a customer service or correspondence handling role, preferably within financial services/ debt collection. Strong communication skills, both written and verbal. Ability to work effectively under pressure and manage multiple priorities. Attention to detail and accuracy in data entry and correspondence. Knowledge of debt collections processes and regulatory requirements (SRA guidelines). Experience using CRM systems or similar databases. Previous experience in a regulated environment.

The Application Timeline

A first stage video call with the internal recruitment team (15 minute call) A face to face or video call with the hiring manager (approx. 45 minutes) and a literacy assessment (approx 15 minutes).
Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages therefore you should submit your application ASAP to avoid any disappointment.

If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications.

Why you should be EXCITED to apply...

A starting salary of 26,500 with a planned career path + up to 20% of your annual salary, paid as a bonus. This role is based at our?Manchester Spinningfields?office. 40 hours per week. Monday to Friday between the hours of 8am and 8pm. The opportunity to complete?formal qualifications?and learn on the job in a successful, growing organisation. And many more benefits to support your?wellbeing and professional development.
So, what are you waiting for??Submit your application today before you miss the deadline!

We are an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status.

If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email recruitment@perchgroup.co.uk.

PLEASE NOTE - All new employees must undergo a full DBS and Credit Check upon acceptance of a job offer with Perch Group.

Job Types: Full-time, Permanent

Pay: 26,500.00 per year

Benefits:

Casual dress Company events Company pension Cycle to work scheme Discounted or free food Health & wellbeing programme Sick pay
Ability to commute/relocate:

Manchester M3 3JE: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person