Customer Account Manager

2 weeks ago

StratforduponAvon, United Kingdom Made Employment Ltd Full time

**Full Job Description**
- Hybrid Working with opportunity once trained to work 3-4 days from home
- Calling existing customers to help settled debt owed
- Coming up with solutions to help customers with their situation
- Vibrant friendly team environment

**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. This is based on a 37.5 hour working week; Monday to Friday.

**Job Purpose**

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 repaymentsthat are affordable and sustainable to the Customer.

**Responsibilities**
- 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.
- Negotiate payment and/or payment solutions for individual customers in line with customer needs and company processes.
- Remaining empathic, calm and acting in a professional, respectful and ethical manner, and have the confidence to deal with a range of different customers and make appropriate recovery decisions based on the current circumstances of each case.
- Obtaining relevant information to record should resolution not be possible.
- As and when necessary 'signpost’ Customers to the relevant debt advisory organisations in line with vulnerability requirements.
- Updating account information, on both client and our own systems, ensuring the information is clear, accurate and professionally noted.
- Dealing with, and suitably responding to, written communications from Customers.
- 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.
- Pro-actively look towards continual improvement or build a process when required.
- Attend, and have input, into meetings as required.
- 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.
- To ensure the fair treatment of customers is central to all behaviour and activity.

**Skills & Attributes**
- Excellent interpersonal skills and ability to communicate effectively with a wide range of people, both orally and written.
- 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.
- A positive and results orientated approach working in a team environment.
- Target driven and capability to plan your own workload.
- Good/Competent I.T. skills with accurate keyboard skills.
- Experience of telephone work is essential.
- Attention to detail - able to spot errors and rectify mistakes immediately.
- Tact, diplomacy and empathy whilst achieving appropriate solutions.
- Professional and approachable at all times.
- Knowledge of the Utility industry is desirable however not essential.

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