- Senior
ParcelHero is one of the UK’s biggest parcel delivery price comparison sites. With over 5 million visitors a year, and over 100 remote employees worldwide, we’re a technology-driven company that’s going places, delivering innovative solutions to ensure exceptional customer care. As a forward-thinking and dynamic business, we offer excellent career growth opportunities.
In 2025, we will be rolling out worldwide our new TMS (Transport management solution) Parcelhero Pro, which enables retailers to pay a monthly subscription to centralise all orders and ship on their own carrier accounts using our cutting-edge shipping platform.
At ParcelHero, we foster a collaborative and innovative culture where every team member's voice matters. We're a fast-paced, remote-first company that values initiative, adaptability, and a strong sense of ownership. If you're someone who thrives in a dynamic, ambitious, and forward-thinking team, you’ll fit right in with us.
The role
We are seeking an enthusiastic, highly motivated Senior Debt Collector experienced in collecting consumer and small‑business (SMB) debts. You’ll contact customers regarding outstanding balances related to parcel deliveries—an emotive context that demands empathy, persuasion, and calm under pressure. You’ll negotiate full payment or sustainable payment plans, perform lawful skip‑tracing when contact data is invalid, and prepare/review pre‑legal documentation for court action when required.
Mission: Recover cash quickly and fairly while preserving brand reputation and customer relationships.
Key Responsibilities
Portfolio ownership: Manage a rolling book of consumer & SMB accounts; prioritise by age, balance, risk, and dispute status.
Contact & negotiation: Reach debtors via phone, SMS, email, and letters; use consultative negotiation to agree payment in full or a compliant instalment plan.
Emotive case handling: Defuse irate customers linked to delivery issues (loss, delay, damage); separate service complaints from debt obligations; escalate legitimate service failures for remediation/credits.
Skip‑tracing: Lawfully locate debtors when numbers/addresses are invalid (open‑source checks, directories, credit‑referencing data available to the company); verify identity before discussing account details.
Dispute resolution: Log, triage, and resolve disputes; gather evidence (proof of delivery, timestamps, photo confirmation, carrier notes) to close disputes and proceed to collection.
Pre‑legal workflow: Draft/review pre‑action notices, statements of account, call notes, and evidence bundles; liaise with internal legal/admin and external counsel; track deadlines.
Compliance & conduct: Follow applicable debt collection, consumer protection, anti‑harassment, and data‑privacy rules for the operating country; adhere to call‑attempt/time‑of‑day limits and disclosure scripts.
Reporting & hygiene: Keep CRM/collections system up to date; log every attempt/contact/outcome; forecast cash; flag systemic reasons for non‑payment.
Continuous improvement: A/B test scripts, contact cadences, and settlement offers; feed insights to Finance, Ops, and Customer Service.
Required Experience
4–7+ years in consumer and/or SMB collections, ideally within eCommerce, logistics, delivery, or utilities/telecoms/fin‑services.
Demonstrated success meeting cash collected, PTP→kept (promise‑to‑pay kept), and days‑to‑collect targets.
Skilled in high‑volume outbound calling with excellent written follow‑ups (SMS/email/letters).
Hands‑on with a collections CRM, dialer/VoIP, payment gateways, and basic spreadsheets.
Comfortable preparing pre‑legal packs and collaborating with legal administrators/counsel.
Nice to have: Experience across multiple jurisdictions; multilingual; prior chargeback/dispute handling; knowledge of courier/carrier operations.
Skills and Competencies
The detail
