Collections Specialist Stroud, England
Job description
Would you like a job where no two days are the same? Do you want to support customers in financial difficulty and help them turn things around?
The role of Collections Specialist is all about making a real difference to people's lives - helping them get out of difficulty and getting them on the right track again.
If you have an inquisitive mind and like investigating, if you love talking to people and making a positive difference, this could be the role for you.
The Collections Specialist position is a varied role that involves inbound and outbound calling, as well as casework. And by supporting domestic/business customers who are behind on their energy bills, you'll be helping our customers and the company at the same time.
What You Will Do
- Handle and resolve inbound calls with customers who are suffering financial difficulty and agree affordable repayment arrangements to collect any arrears and avoid future issues
- Complete outbound calls to customers who are in debt to take payments or set arrangements
- Negotiate payment of arrears and/or agree affordable repayment plans to get the best possible outcome for the customer and the Company
- Investigate and resolve complex, sensitive or high value customer queries providing resolutions within the agreed timeframes
- Work within the team to achieve both personal and team objectives, sharing specialist knowledge and experience with others in the team to aid their development and ensure they obtain the best outcomes.
What Will You Bring
- Proven arrears collection experience, preferably in the energy industry or another regulated business
- Able to evidence successful arrears collection from domestic and business customers
- Fully understands customer circumstances to identify appropriate solutions including ability to analyse customer income & expenditure appropriately
- Excellent attention to detail and investigative skills
- Confident communicating with customers in challenging situations and able to show empathy without being judgemental
- Strong negotiation and reasoning skills with sound judgement
- Able to explain options and solutions in a clear and concise manner, and handle objections
- Excellent time management skills
- Able to identify and assess vulnerable customers
- Act as a point of referral for others in the team when specialist knowledge is needed or a complex situation exists
What's in it for you...
Healthcare plan, life assurance and generous pension contribution
Volunteering day
Hybrid working
Various company discounts (including shops, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available
As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025
Flexibility statement
The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use it's people in the best possible way at all times and helps the employees to make make their contribution in a changing environment.
Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity- the green kind.
Our mission was, and remains, to change the way energy is made and used in Britain- by replacing fossil fuels with clean, renewable energy.
We don't just supply green energy, we use the money from our customers' bills to make it ourselves too- we build windmills and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2023, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass.
We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk + RSPB.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
