Recoveries Specialist

2 weeks ago


Glasgow, Glasgow City, United Kingdom Verastar Limited Full time

To prevent any disconnection of a customer supply and work to resolve any outstanding debt in an amicable way, ensuring we still provide a 1st class customer experience despite the circumstances.


Reports to:
PDV and Disconnections Manager

Responsibilities of the role (What we want you to do)

  • Liaising with our 3rd party provider to arrange site predisconnection visits (PDVs).
  • Review visit reports to ensure key information has been captured and queries are resolved.
  • Review account after visit and determine if it needs to move to disconnection.
  • Manage disconnections process via 3rd party/meter operator, based on a case managed approach.
  • Proactively chase the customer prior to disconnection to attempt to resolve and prevent disconnection.
  • Manage reconnection of supply for customers who pay overdue balance, post isolations.
  • Sensitively manage and resolve any disputes which arise during the process.
  • Keep the customer fully informed throughout the process.
  • Create excellent working relationships across the Verastar colleague community.
  • Ensure own activity complies with all regulatory standards, GDPR and quality policies.
  • Maintain and deliver the technical knowledge of Verastar's products and services.
  • Autonomy on daily tasks and responsibility levels for completion of tasks.

Success Measures (What success in the role looks like)

  • Failed Disconnection %
  • Query Resolution SLA
  • Cash collections
  • Average Talk time
  • Answer rates
  • Direct Debit resets
  • Call Quality & compliance

Experience (What you need to have already done to be right for this role)

  • 12 months experience working in a debt recovery or collections role, essential.
  • Experience of working in the Utilities sector, highly desirable
  • Demonstrate understanding of Utility disconnections process, desirable.
  • Experience in complex dispute resolution.
  • Experience in the sensitive delivery of difficult messages.
  • Relatable and positive experience of working in a fast paced transforming organisation, where everything isn't perfect, but we're working hard to get there.

Skills (The personal capabilities needed to excel in this role)

  • Strong written and verbal communication skills, with a supportive approach to both customers and colleagues.
  • Strong numeracy skills.
  • Effective problemsolving skills with the ability to find new & improved ways of working.
  • Positive and proactive approach.
  • Open, honest and customerfocussed approach.

Qualifications and other requirements

  • Computer literate and experience in using Microsoft Office packages, Excel, Access, Word.
  • Within reasonable commuting distance of the Sale office, essential.

Verastar Values


Our core values are at the heart of everything we do, and some of the ways they transform into our best practice customer behaviours can be seen below.


Innovative:
We find a better way


  • We actively seek feedback from our customers to understand how we can improve.
  • We seek new ways to communicate with our customers, in a way which suits them.
  • We are inquisitive about our customers' needs, enabling us to provide the best resolution for them.

Passionate:
We go the extra mile


  • We own our customer queries and keep going until we've found a resolution.
  • We get back to people when we way we will, and we aim to overdeliver on our promises.
  • We strive to continuously improve the service we deliver to our customers.

United:
We are one team


  • We share our knowledge and expertise so we can learn from each other.
  • We welcome and support new joiners and help them in their learning journey.
  • We're happy to provide support to other teams when needed.

Straightforward:
We keep things simple


  • We make things easy for our customers.
  • We communicate clearly and honestly in all our interactions.
  • We do what we say we will.


  • Glasgow, Glasgow City, United Kingdom Verastar Limited Full time

    Role ProfileTo support our Debt Recovery team and the wider business on the management of insolvency, PTSO, Tracing, Gap site investigation and credit risk referrals. This is a multi task based role with a focus on an investigative mindset and ability to understand business structure and interpret credit reports.Responsibilities of the role Review...


  • Glasgow, Glasgow City, United Kingdom NHS Scotland Full time

    JOB PURPOSEThe Medical Officer will be working in Community Alcohol and Drug Teams or other community based alcohol and drug services such as the homeless addiction team or drug treatment and testing order services. He/she will have a clinical caseload and will be providing a comprehensive medical addiction service for those who suffer from problem drug...


  • Glasgow, Glasgow City, United Kingdom Neogen Recruitment Full time

    Application Security Specialist Location: Glasgow – hybrid working Type: Permanent, Full Time Join a dynamic global cyber security team, where you'll play a pivotal role in safeguarding our systems and data from cyber threats. As an Application Security Specialist, you will support the Head BISO in risk management and assurance, contributing to our...


  • Glasgow, Glasgow City, United Kingdom Positive Healthcare PLC Full time

    We are looking for a Specialist Neurological Occupational Therapist for one of our private clients based in Glasgow. Our assessment centres, rehabilitation units and hospitals use expert neurorehabilitation to support people to regain the skills they have lost. We treat people with a range of brain injuries - sustained through trauma, illness, substance...


  • Glasgow, Glasgow City, United Kingdom Aggreko, LLC Full time

    Purpose: Positions holders are responsible for the identification, tracking and management of technology and cyber risk. This includes defining control requirements and establishing and maintaining risk policies and standards. Identifies, evaluates, tests and implements appropriate security interventions, including communicating and educating end-users on...


  • Glasgow, Glasgow City, United Kingdom NHS Greater Glasgow & Clyde Full time

    NHS Greater Glasgow and Clyde is one of the largest healthcare systems in the UK employing around 40,000 staff in a wide range of clinical and non-clinical professions and job roles. We deliver acute hospital, primary, community and mental health care services to a population of over 1.15 million and a wider population of 2.2 million when our regional and...


  • Glasgow, Glasgow City, United Kingdom Morgan Hunt Group Limited Full time

    We're looking for a Business Applications specialist to join our team at a prestigious University in Scotland. This is a fantastic opportunity to contribute to a top institution in the Higher Education sector.Here are some details about the role:Salary: Up to 44,000Benefits: Excellent Pension and 38 Days Annual LeaveKey Responsibilities:Carry out...


  • Glasgow, Glasgow City, United Kingdom NHS Scotland Full time

    An opportunity has arisen for two Band 3 Health Care Support Workers within the Multi-Disciplinary NW Alcohol & Drug Recovery Service, within, Glasgow Alcohol and Drug Recovery Services. Based within the North West of the city, you will work under the supervision of our trained nurses, supporting the engagement and retention of vulnerable service users with...


  • Glasgow, Glasgow City, United Kingdom NHS Greater Glasgow & Clyde Full time

    NHS Greater Glasgow and Clyde is one of the largest healthcare systems in the UK employing around 40,000 staff in a wide range of clinical and non-clinical professions and job roles. We deliver acute hospital, primary, community and mental health care services to a population of over 1.15 million and a wider population of 2.2 million when our regional and...

  • Ips Specialist

    2 weeks ago


    Glasgow, Glasgow City, United Kingdom Scottish Association for Mental Health Full time

    Around since 1923, SAMH is Scotland's national mental health charity. We have represented the voice of people most affected by mental health problems in Scotland for almost 100 years. Today, in over 60 communities we work with adults and young people providing mental health social care support, services in primary care, schools and further education, among...

  • Claims Handler

    1 week ago


    Glasgow, Glasgow City, United Kingdom Ably Resources Full time

    Our client, a prestigious, chambers ranked law firm, is looking to recruit a claims handler to join their specialist litigation team. The team acts for a major transport provider and as such the role will primarily involve handling uninsured loss recoveries on behalf of this client, including handling the initial investigation, taking statements, assessing...


  • Glasgow, Glasgow City, United Kingdom NHS Greater Glasgow & Clyde Full time

    NHS Greater Glasgow and Clyde is one of the largest healthcare systems in the UK employing around 40,000 staff in a wide range of clinical and non-clinical professions and job roles. We deliver acute hospital, primary, community and mental health care services to a population of over 1.15 million and a wider population of 2.2 million when our regional and...


  • Glasgow, Glasgow City, United Kingdom NHS Scotland Full time

    NHS Greater Glasgow and Clyde is one of the largest healthcare systems in the UK employing around 40,000 staff in a wide range of clinical and non-clinical professions and job roles. We deliver acute hospital, primary, community and mental health care services to a population of over 1.15 million and a wider population of 2.2 million when our regional and...


  • Glasgow, Glasgow City, United Kingdom NHS Scotland Full time

    NHS Greater Glasgow and Clyde is one of the largest healthcare systems in the UK employing around 40,000 staff in a wide range of clinical and non-clinical professions and job roles. We deliver acute hospital, primary, community and mental health care services to a population of over 1.15 million and a wider population of 2.2 million when our regional and...


  • Glasgow, Glasgow City, United Kingdom Formative Content Full time

    The Digger crime magazine is looking for a court clerk . Good command of the English language essential. Based in Glasgow and involves some travel. This person will work in the sheriff courts and our new office in city centre. It will also involve writing reports and administrating on Google Drive and Docs. This could lead to full time court reporter...


  • Glasgow, Glasgow City, United Kingdom NHS GREATER GLASGOW & CLYDE Full time

    NHS Greater Glasgow and Clyde is one of the largest healthcare systems in the UK employing around 40,000 staff in a wide range of clinical and non-clinical professions and job roles. We deliver acute hospital, primary, community and mental health care services to a population of over 1.15 million and a wider population of 2.2 million when our regional and...


  • Glasgow, Glasgow City, United Kingdom NHS Scotland Full time

    Post: Consultant In Forensic Psychiatry (Low Secure Learning Disability)Base: Leverndale HospitalClosing Date: 24th February 2023Interview Date: 9th March 2023Reference: 133295Relocation Package AvailableApplications are invited for a full time (10 PA) Consultant Psychiatrist position within NHS Greater Glasgow and Clyde Directorate of Forensic Mental Health...


  • Glasgow, Glasgow City, United Kingdom NHS Scotland Full time

    Applications are invited for enthusiastic and committed individuals to join our dynamic team in a rapidly expanding organisation. You will provide general and regional anaesthesia for a range of surgical specialities including orthopaedics, general surgery and colorectal surgery. There is also a particular focus on our highly successful national orthopaedic...

  • Addiction Nurse

    2 weeks ago


    Glasgow, Glasgow City, United Kingdom NHS Scotland Full time

    NHS Greater Glasgow and Clyde is one of the largest healthcare systems in the UK employing around 40,000 staff in a wide range of clinical and non-clinical professions and job roles. We deliver acute hospital, primary, community and mental health care services to a population of over 1.15 million and a wider population of 2.2 million when our regional and...

  • Associate Director

    1 week ago


    Glasgow, Glasgow City, United Kingdom Turner & Townsend Group Full time

    The world is changing, and we have a responsibility to support that change, helping drive it and be part of it. Turner & Townsend is a leading global consultancy business serving clients in the real estate, infrastructure and natural resources segments. We are a growing, dynamic and innovative company, quick to respond to market trends and with a...