Call Centre Operative

The Opportunity

Our client is seeking a reliable and professional Call Centre Operative to join their established call centre team supporting both Property Debt Collection and PDC Law. This is a fast-paced, varied role suited to someone confident on the phone, highly organised, and comfortable working within a regulated environment.

You will be part of a team of 6-8 staff handling all inbound and outbound calls relating to the recovery of unpaid service charges, ground rents and other property-related arrears. The role plays a critical part in progressing cases efficiently while ensuring compliance with Data Protection legislation, SRA regulations and the Pre-Action Protocol for Debt Claims.

The Role

You will act as the first point of contact for a wide range of third parties including clients, solicitors, debtors/defendants, mortgage lenders and courts. The role requires a professional, tactful approach when discussing sensitive financial matters, alongside the ability to identify valid disputes and escalate complaints appropriately.

You will manage your own caseload, meet daily call and diary targets, and ensure all actions are completed accurately and within agreed service levels.

Key responsibilities include:

• Managing an individual caseload of active matters
• Answering all inbound calls for Property Debt Collection and PDC Law
• Making outbound calls to debtors/defendants, solicitors, clients, courts and mortgage lenders
• Ensuring daily individual and team targets are achieved (call times, diaries, dropped calls)
• Entering new instructions onto the system accurately
• Calculating and understanding client instructions and statements of account
• Obtaining and interpreting Land Registry documents (Titles, Leases and Transfers)
• Responding to written and email queries from clients, owners, solicitors and mortgage lenders
• Identifying legally valid disputes and providing appropriate responses
• Acknowledging and escalating complaints to the relevant KRM or Solicitor
• Negotiating and agreeing payment plans with owners
• Taking card payments and allocating cheque payments
• Using client databases to obtain statements, demands and invoices
• Following set processes and internal guidelines to achieve desired outcomes
• Keeping team diaries up to date and working within service level agreements

The Person

You will be a confident communicator with strong attention to detail and the ability to handle a high volume of calls professionally.

Essential:

• Previous experience in a call centre, customer service or phone-based role
• Strong verbal and written communication skills
• Good numerical skills and attention to detail
• Comfortable working with computer systems and databases
• Ability to handle sensitive conversations tactfully and professionally
• Resilient, organised and able to work in a fast-paced environment

Desirable:

• Experience within property, legal, debt recovery or another regulated environment
• Familiarity with arrears recovery, payment plans or dispute handling

The Package

• Salary of £25,000 per annum
• 5% performance-related bonus
• Monday to Friday working hours (9am-5pm)
• Fully office-based role in Hertford
• Stable team environment with structured processes

Property Management Recruitment
50 Eastcastle Street, London, W1W 8EA
Tel: 0207 436 0360

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