Customer Service Representative

Join Firstsource as a Collections Advisor – Motor Finance
Location: Middlesbrough
Salary: £12.33 per hour (£24,043.50) + benefits
Hours: 37.5 per week – majority of shifts fall between 9am and 8pm, Monday to Saturday
Contract: Permanent, Full-Time

At Firstsource, we’re all about supporting people — especially when they need help getting their finances back on track.
We partner with a well-known UK car finance provider to support customers with their motor finance agreements. As a Collections Advisor, you’ll be the person customers speak to when they need guidance, understanding, and practical solutions to manage their payments.

If you’re a strong communicator, enjoy problem-solving, and want a role where you can make a genuine difference in people’s lives — we’d love to hear from you.

What you’ll be doing day-to-day:

• Managing inbound and outbound calls relating to car finance arrears
• Negotiate payment arrangements in line with policy
• Taking payments over the phone and working with customers to agree suitable repayment plans
• Building rapport and trust by listening carefully and offering tailored support
• Explaining finance agreements clearly and helping customers understand their options
• Treating customers fairly while working within regulatory guidelines (FCA)
• Keeping accurate and up-to-date records of customer interactions and account details

You should apply if:

• You enjoy helping people and finding solutions that work for them
• You have experience in customer service, financial services, collections or arrears (preferred but not essential)
• You’re a confident communicator with strong negotiation skills
• You stay calm and professional when handling challenging and sensitive situations
• You have a positive and proactive approach to problem-solving
• You have good numerical and analytical skills
• You are resilient and target-driven mindset
• You have knowledge of FCA regulations (desirable but not essential)

What you’ll get:

• A permanent role paying £12.33 per hour (paid fortnightly)
• 37.5 hours per week with shifts mainly between 9am and 8pm, Monday to Saturday
• 21 days’ annual leave + Bank Holiday allowance (increasing with service)
• £750 for every successful referral you make
• Access to our Simply Health cashback plan
• Performance incentives and recognition opportunities
• Supportive team environment
• Ongoing training and development to support your career growth
• Onsite facilities and team engagement activities

Shift info & flexibility:

• 37.5 hours per week
• Rotational shifts mainly between 9am and 8pm, Monday to Saturday
• Advance notice provided for shift schedules

Why join Firstsource?
We’re proud to be an inclusive and equal opportunity employer. We welcome people from all backgrounds and experiences and are committed to creating a workplace where everyone can thrive. As a Disability Confident employer and part of the Bloomberg Gender Equality Index, we believe diversity strengthens our teams and helps us deliver better outcomes for our customers.

A quick note on checks:
Due to the nature of this role, we complete referencing checks which include credit, criminal record, and right-to-work checks. Having an adverse history doesn’t automatically exclude you — every case is reviewed fairly and individually.

Ready to apply?
If you’re looking for a role where you can make a real impact while building a long-term career, we’d love to hear from you.
If you need any adjustments during the recruitment process, just let us know — we’re here to support you.

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.