Senior Customer Experience Specialist (UK & Europe) at InDebted

About the Role

As a Senior Customer Experience Specialist, you'll support customers on their journey to repay their account, resolving past due balances through clear and empathetic communication. You'll carry your own caseload and help build the team by coaching newer specialists as we grow. You'll report to the Director of Compliance and Operations and work closely with operations, compliance, product and analytics to escalate cases, suggest improvements and make sure regional regulatory requirements are met.

What You'll Do

• Talk with customers by email, SMS, live chat and phone, keeping every conversation professional and empathetic.
• Understand each customer's situation and guide them towards a fair resolution.
• Help customers agree repayment plans they can keep to, in line with regulatory and company requirements.
• Explain options and outcomes clearly, so customers know exactly where they stand.
• Coach and support newer specialists while managing your own caseload.
• Escalate cases to colleagues in operations, compliance, product and analytics when needed.
• Use what you learn from customer conversations to suggest better solutions and workflows, including through automation and AI.
• Contribute to best-practice playbooks and keep your skills current through ongoing training.
• Meet and exceed key performance metrics.

What You'll Bring

• Experience in a multi-channel contact and collections centre.
• Proven experience in debt collection or another financial services collections environment.
• Experience working in an FCA-regulated environment, with working knowledge of the relevant regulatory requirements.
• Confidence managing several customer conversations at once across digital channels, including sensitive or complex situations.
• Excellent written communication and the ability to explain complex information clearly.
• Strong problem-solving and critical-thinking skills, and comfort working with data and customer insights.
• High proficiency with web-based tools, CRM systems and contact centre platforms.
• Reliability, adaptability and strong self-motivation.
• The ability to help build and support a growing team while managing your own caseload.

Nice to Have

• Working knowledge of AI, ideally applied in a work setting.
• Knowledge of European regulatory frameworks.
• Fluency in an additional European language.
• Previous senior or lead experience, including mentoring or coaching.
• Relevant education or training in customer experience, business or a related field.

What Success Looks Like

After your first few months, customers feel heard and supported, and the repayment plans you agree are ones they can keep to. You're meeting your performance targets, working confidently within regulatory requirements, and the newer specialists you coach are growing in skill and confidence. You're also spotting ways to improve how the team works and sharing them.