Abbey Debt Management Complaints Manager

Good morning, an AO in Debt Management is usually a telephone advisor. You would log on for your day of work and take calls from customers regarding their outstanding debts with us and work out how they are going to pay. You can take comfort breaks when you need them. You would generally be given a time slot of your lunch break by your manager to ensure there are still staff to cover the phones over the lunch period. As you progress and gain experience you can train in different aspects of the job, behind the scenes work (off the telephone) and have other opportunities if you wish to volunteer.

10 March, 2025 09:42

Prudencia O. Tax Professional Manager (Grade 6)

I don’t work in Debt Management myself, but my nephew Roman does, so I asked him what his day usually looks like. Here’s what he said:

"It’s mostly talking to customers on the phone. We try to help them sort out their debt, either by taking payments or setting up Time to Pay plans if they can’t pay everything at once.

We use a few systems to check their account and record what’s been agreed. If it’s a tricky case, we might need to pass it on to another team.

Some calls can be tough, especially when people are stressed or struggling, but we’re trained to handle those conversations with care.

There’s also time for learning, I sometimes do e-learning, and if I’m stuck on something, I can always ask a colleague or team leader. Everyone’s really supportive.”

Roman made it sound like a busy but rewarding role, with a good mix of customer service, teamwork, and development.

05 September, 2025 12:24