Customer Account Manager

1 month ago

StratfordonAvon Warwickshire, United Kingdom Made Employment Ltd Full time

Customer Account Manager
Working for one of the UK’s leading Field Services companies specialising in providing external field agency solutions primarily to the utilities sector. Our Head Office is based in Stratford upon Avon.
This is a full-time position working from our Head Office for 2 or 3 days each week and remotely (home based) for the remainder. 5 hour working week; Monday to Friday.
As a Customer Account Manager, you are responsible for the daily management of accounts referred to us from our Clients. Working with Customers who are primarily in arrears you will help by ensuring their account is resolved by agreeing and negotiating repayments that are affordable and sustainable to the Customer. This will also include options of a direct debit, the booking of a pre-payment meter or a arranging a meter ‘change of mode’ on certain account types. The management of these accounts is performed by way of telephony or written communication, and will take place ahead of, or after, a Field Representative performs a site visit. The aim is to ensure the relevant account is resolved in a timely and efficient manner, with the best possible outcome achieved for all concerned. It is imperative that the customer is fully aware of our reason for dealing with the account and should be encouraged to resolve the account, in a fair and professional way, at the earliest possible opportunity. times customer vulnerability must be considered when performing activities on the account. This role will also involve liaising with our Clients and our Field Representatives to ensure the most appropriate course of action is taken, with the relevant details provided to the customer as necessary.
Receive inbound calls from Customer’s to discuss and resolve their account.
· Make outbound calls to Customers, based on arrears owed to Utility company, to resolve the account.
· Collecting payments and/or setting up payment arrangements with a high standard of customer service at all times.
· Updating account information, on both client and our own systems, ensuring the information is clear, accurate and professionally noted.
· Liaise with Clients as needed to resolve individual accounts correctly.
· Ensuring any dissatisfaction or complaint from a Customer is registered, and the appropriate process followed so the matter can be correctly handled.
· Highlight and fully record any vulnerability found when dealing with an account.
· Highlight and fully record any safety issue or concern found when dealing with an account.
· Pro-actively look to improve a process or a ‘Customer journey’ through feedback to your management team.
· Offering assistance and support to Agents when completing their visits.
· Updating payment reports received from our finance team to ensure the account information remains accurate at all times.
· Aim to achieve all performance and quality targets.
· Adhere to all industry, company and client guidelines when handling accounts.
· To comply with the company’s Quality Policy by following all QMS procedures and related work instructions.
· To co-operate in the operation of the company’s health, safety and environmental management systems.
· Take reasonable steps to ensure the safety and security of data and be aware of information security responsibilities in order to preserve data securely.
· To comply with all legal, regulatory and statutory requirements.
· Previous experience in debt negotiation/collection, customer service and conflict resolution is desirable however not essential.
· Confident in dealing with customers over the telephone - including in difficult situations.
· Experience of telephone work is essential.
· Attention to detail - able to spot errors and rectify mistakes immediately.
·

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