Emma Holroyd
@emmaholroyd
Collections specialist and team coach focused on empathetic customer support and KPI-driven performance.
United KingdomWhat I'm looking for
I’m a Collections Specialist at Capita – BMW, handling inbound & outbound calls and ensuring I meet KPI targets. I lead with empathy, treat customers fairly, and tailor support to individual needs, including complaint handling and liaising with internal departments to resolve cases.
Previously, as a Capita – 02 Payment Management Collection Specialist and Team Coach, I dealt with payments and payment arrangements while supporting vulnerable customers. I also coached for 3 years—helping the manager with feedback calls, observations, scribing in meetings, running the team when the manager was off, and supporting other teams—plus training and presentations for the department.
Before collections, I worked at The Willows as a Care and Support Worker, caring for clients (mainly elderly), assisting with medication, meal preparation, daily shopping and cash handling, and personal hygiene. I provided hands-on support including changing catheters and stoma’s, managing needs related to Alzheimer’s and dementia, and supporting clients terminally ill or at end of life with a strong bedside manner.
Experience
Work history, roles, and key accomplishments
BMW Collections Specialist
Capita
May 2025 - Present (1 year 2 months)
Handled inbound and outbound calls to support customers, meeting KPI targets and tailoring support to individual needs. Managed complaints and liaised with internal departments to resolve cases.
Payment Management Collections Coach
Capita
Jan 2019 - May 2025 (6 years 4 months)
Dealt with payments and payment arrangements, including support for vulnerable customers while maintaining empathy. Served as a team coach, supporting the manager with feedback calls, observations, meeting notes, running the team, and assisting other teams, including training and presentations.
Care and Support Worker
The Willows
Jan 2015 - Jan 2019 (4 years)
Provided care for clients, mainly elderly, including medication administration, meal preparation, and support with daily living. Managed personal care and domestic tasks, including catheter and stoma care, and supported clients with dementia, Alzheimer's, and end-of-life needs.
Education
Degrees, certifications, and relevant coursework
South Cheshire College
Beauty Therapy
2005 - 2007
Completed training including St Tropez, Caflon, Art Deco, Paula Porf, Nailtiques, media make-up, Dermalogica, and ear piercing.
Whittlebury Hall
Beauty Therapy
2007 -
Completed Jessica manicure and pedicure training.
Dh Homecare
Healthcare / Home Care
2010 -
Completed homecare training covering stoma and catheter care, health and safety, and dementia and Alzheimer’s.
Middlewich High School
GCSEs, General Education
2000 - 2005
Grade: A–C (English, Information Technology, Religious Education)
Completed full-time education and studied ten GCSE subjects, achieving A–C grades in English, Information Technology, and Religious Education.
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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