Senior Customer Experience Specialist – UK & Europe (Multi‑Channel Collections & Coaching)

About brighthush

At brighthush, we are on a mission to transform the way consumers manage debt and reclaim financial freedom. Operating across the United Kingdom, Europe, and beyond, we blend cutting‑edge technology with a human‑centric approach to deliver fair, transparent, and compassionate debt‑management solutions. Our culture is built on integrity, innovation, and a relentless focus on customer outcomes. If you thrive in a fast‑paced, regulated environment and want to make a tangible difference in people’s lives, brighthush is the place for you.

Role Overview

We are seeking an experienced Senior Customer Experience Specialist to join our UK & Europe team. In this pivotal role, you will manage complex, overdue accounts, coach junior specialists, and drive continuous improvement in our multi‑channel contact and collections processes. Your expertise will help us maintain compliance with FCA regulations while ensuring every customer interaction is handled with empathy, clarity, and efficiency.

Key Responsibilities

• Resolve Past‑Due Balances: Analyze account histories, negotiate payment plans, and close outstanding balances while adhering to regulatory guidelines.
• Coaching & Mentoring: Provide one‑on‑one coaching, conduct training sessions, and share best practices to elevate the performance of new and existing specialists.
• Escalation Management: Identify complex cases, collaborate with cross‑functional teams (Legal, Compliance, Finance), and ensure timely resolution.
• Process Improvement: Gather feedback from frontline staff, propose enhancements to scripts, workflows, and CRM usage, and track the impact of changes.
• Data Quality & Reporting: Maintain accurate records in our CRM, generate weekly dashboards, and present insights to senior leadership.
• Customer Advocacy: Champion the customer’s voice in all decisions, ensuring that solutions are fair, transparent, and aligned with our brand promise.

Essential Qualifications

• Full UK working rights and fluency in English.
• Minimum 3–5 years of experience in multi‑channel contact centres, debt collection, or financial services collections.
• Proven track record of managing high‑volume, high‑complexity accounts in an FCA‑regulated environment.
• Strong written and verbal communication skills, with the ability to craft clear, concise, and empathetic messages.
• Proficiency in CRM systems (e.g., Salesforce, HubSpot) and contact centre platforms (e.g., Genesys, Five9).
• Demonstrated problem‑solving ability and a data‑driven approach to decision making.
• Experience coaching or leading a team of customer service specialists.

Preferred Qualifications

• Knowledge of UK debt‑collection regulations, FCA guidelines, and GDPR compliance.
• Experience with automated workflow tools and AI‑powered customer engagement solutions.
• Multilingual capabilities (e.g., French, German, Spanish) to support a diverse customer base.
• Background in financial technology (FinTech) or a related industry.
• Certifications in customer experience, coaching, or project management.

Skills & Competencies

• Customer‑Centric Mindset: Ability to put the customer at the center of every interaction.
• Analytical Thinking: Strong analytical skills to interpret data, identify trends, and recommend actionable improvements.
• Adaptability: Comfortable working in a dynamic, fast‑moving environment with evolving priorities.
• Collaboration: Excellent teamwork skills, able to work cross‑functionally with Legal, Compliance, Finance, and Product teams.
• Leadership: Natural mentor who inspires others to achieve high standards and continuous learning.
• Tech Savvy: Comfortable navigating multiple software platforms and quickly learning new tools.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Senior Customer Experience Specialist, you will:

• Progress to Lead Specialist, Team Lead, or Manager roles within the Customer Experience division.
• Participate in leadership development programs, including mentorship, coaching, and project‑leadership assignments.
• Access to continuous learning resources such as online courses, industry conferences, and internal knowledge hubs.
• Opportunity to contribute to strategic initiatives, such as product enhancements, regulatory compliance projects, and customer‑experience research.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere in the UK while staying connected to a vibrant, collaborative team. We celebrate diversity, encourage open communication, and foster a culture of psychological safety. Regular virtual town halls, team‑building events, and wellness initiatives keep our community engaged and energized.

Compensation & Perks

We offer a competitive salary range of GBP 35,000 – 50,000 per year, commensurate with experience and performance. In addition:

• Flexible working hours and a fully remote setup.
• Annual performance bonus potential.
• Health and wellbeing benefits, including medical, dental, and vision coverage.
• Employee assistance program and mental health resources.
• Generous holiday allowance and paid time off for volunteering.
• Professional development budget and tuition reimbursement for relevant courses.
• Access to cutting‑edge technology and tools to support your work.

How to Apply

Ready to make a real impact on people’s financial journeys? Click the link below to submit your application and join the brighthush team.

Apply to this role

Closing Statement

At brighthush, we’re redefining debt management with empathy, technology, and a steadfast commitment to customer success. If you’re a seasoned specialist who thrives on solving complex problems, coaching others, and driving measurable results in a regulated environment, we want to hear from you. Join us and help shape a future where every customer can move forward with confidence and clarity.