Our agents are trained to the highest industry standards and are supported by our Quality Trainer team who call-listen, score and provide ongoing refresher actions as part of our drive for continuous improvement.
We employ several multi-lingual agents and collect accounts from every part of the world. We also provide translation services.
We have been accredited under the industry’s CAI award and hold all appropriate Insurance, IT, Physical and HR certification. We are audited quarterly by several of our leading clients. We can provide exceptional references in all the major sectors we collect in. Call our Client Services team on 01242 508 633 or email [email protected]
We operate these services under a variety of fee structures and our new business team will consult, design and deliver the right one for your business.
A variety of fee structures can apply, including time/activity charging, fixed account fees, percentage commission or combinations of these.
FlexEd is our innovative product for the education sector, which enables Clients to offer monthly instalment payments to students, professionally managed by the FlexEd team and completely free of charge to the Client.
This success story has now been expanded to multi-service offerings for businesses who want to extend payment terms to their Clients, but have these collected and managed by an outsourced partner either free to themselves or under a fee structure so that the Client pays little or nothing for the service.
Oriel was formed in 2000 as a firm of accountants but quickly developed expertise in credit management, particularly in collecting amounts due to companies that had become insolvent. This work involved forensic accounting and investigation to ensure that as much as possible was collected. It is from this activity that our collections skills developed. Consequently, we are now recognised as a specialist in identifying resolution strategies to collect particularly complex, and/or disputed debts.
We expanded into the mainstream third-party collection market about ten years ago, investing in systems, new premises, steadily growing our business working both in the commercial and consumer sectors. The focus on credit management was complete when the accounting side of the business was sold at the end of 2011. Our client base has since expanded significantly and we provide a range of collections solutions for blue-chip organisations, major utility providers as well as dozens of smaller businesses in over 30 industry sectors.
In 2014 we launched our FlexPay brand which specialises in administering payment plans particularly in the education sector where our FlexEd product is now well established.
We continue to work towards better recognition of the valuable work the industry is involved with, supported by best practice throughout all the activities our company is engaged with.
Business Development Director
He joined Oriel in 2011 to help Oriel take the next strategic steps as Director responsible for the introduction of all new business streams.
Fran joined Oriel in 2008 and has 7 years’ experience in debt collection. She was responsible for setting up and building the Utilities team, which is now the largest by agent number and volume in the company. She leads and implements best practice standards around an Oriel core belief that all customers should be treated fairly.
Rich has over 20 years experience of working in industries with a strong service culture, the bulk of those years being in highly regulated financial related businesses in both the UK and Australia.
With 9 years of service to Oriel, Rich has responsibility for Compliance, Training, the company’s Information Security Management System, Client Services and Trace functions. He is passionate about creating high quality teams, based on the philosophy that close enough isn’t good enough. At Oriel, Rich has created a team who simultaneously exceed the expectations of clients and regulators. He has also co project-led the company’s drive to achieve
An example of our ‘customer first’ approach is that our staff are not simply rewarded for collecting money, because this type of policy can encourage behaviour that is not in the best interests of the consumer. Instead, we reward our agents for good outcomes and upholding the Treating Customers Fairly principles laid out by the FCA. Customers who struggle to pay are not pressured, rather they are directed to free debt advice organisations in order to help find a long term solution to their difficulties.
We are also registered as a Data Controller with the Information Commissioner’s Office and all of our staff are fully trained in the Data Protection Act.
Our clients can be sure that they are placing their business in safe-hands and we will treat their hard earned customers as if they were our own. Open and frank discussions take place between ourselves and all of our clients before we start work, to ensure we know the quirks of their business. This is the only way to ensure intelligent dialogue between us and customers and we are firmly of the belief that understanding is the key to ensuring positive outcomes for them.
It is also vital to ensure that our clients have the same customer first ethos as ourselves, so we complete a Know Your Customer exercise for all new clients. This includes identifying the beneficial owners of the business and the outset of our relationship, which is an integral part of the Anti Money Laundering checks we carry out. We endeavour to make these checks as quick and easy as we can but we are proud that they demonstrate the integrity that our clients, in addition to our regulator, demand.
Step one is to ensure we select a charity we can all be proud to support and engage with. This year we asked all our office based staff to nominate a charity close to their hearts and once all votes had been counted we had one charity that had received twice as many votes as the next. We are proud to confirm this charity as the NSPCC.
