Collections Agent

About the job

Flatpay is one of Europe's fastest-growing fintech companies and we've recently launched in the UK.

Role Details

Role:Â Collections Agent
Location: 5 days a week – London, White City

About the Role

Flatpay is hiring its first dedicated Collections Agent to own the Day 1–60 stage of our UK collections process. You'll be the person making sure leaving customers return their hardware, pay what they owe, and — where they won't — that we escalate effectively.

This is a foundational hire on a brand-new team. You'll be working to shape how collections runs at Flatpay UK, not just executing an existing playbook.

Responsibilities

• Manage the Day 1–60 collections lifecycle for UK merchants — both sole traders and limited companies
• Recover hardware (payment terminals) from departing customers and chase returns through to completion
• Flag any invoicing errors to ensure our automation-first finance function is included in feedback loops
• Run the outbound phone activity — calling customers, negotiating repayment plans, and holding firm where needed
• Issue CCJs at the right points in the process, and hand off unresolvable cases to external debt recovery agencies cleanly
• Keep clean records on every case and feed patterns back to the business so we can improve upstream (onboarding, contracts, terminations)

Skills & Attributes

Must-haves

• Hands-on UK debt collections experience covering both sole trader and limited company debt
• A background in small-ticket, high-volume B2B collections (comfortable working a large book of smaller accounts at pace)
• Experience issuing CCJs and/or managing referrals to external collections agencies
• Confident on the phone — you can negotiate, hold the line, and stay composed with difficult customers
• Organised and self-directed — this is a new function, so you need to bring structure rather than wait for it

Nice to have

• Experience working with and recovering debt from vulnerable parties
• Background in payments, fintech, or merchant services
• Experience helping set up or improve a collections process from scratch

What Success Looks Like in the First 6 Months

• A documented Day 1–60 process that's working in practice
• Daily/weekly/monthly reporting against targets
• Baseline metrics established for hardware recovery rates and cash collected
• A clear playbook for when to negotiate, when to issue a CCJ, and when to hand off externally

Our Values

At Flatpay, how we work matters as much as what we achieve.

Happy Humans  — We bring energy to our work and create teams people enjoy being part of.

No Assholes  — We perform at a high level while treating colleagues and customers with respect.

It's Our Business, Own It  — Everyone takes responsibility and manages their work like it's their own business.

Start With No  — We challenge ideas, think commercially and focus on what truly creates value.

Sky-High Ambitions  — We set bold goals and expect people to keep raising the bar.

The Best Argument Wins  — Titles don't decide outcomes. We debate openly to reach the best decisions.

Background & Requirements

• Demonstrable UK debt collections experience (sole trader and limited company)
• Fluent in English
• Right to work in the UK (visa sponsorship is not available for this role)
• Able to work from our White City office 5 days a week

Hiring Process

1. Application Review  — Our Talent Team reviews your CV to assess experience and potential fit.
2. Talent Team Call (20–30 minutes)  — A conversation to understand your background and discuss what motivates you.
3. 1:1 Microsoft Teams interview with Manager
4. Offer  — Successful candidates receive a fast turnaround to offer.