Collections & Recoveries Advisor

3 weeks ago

Bicester, United Kingdom Valda Energy Full time

**Us and our culture.**:
Valda Energy is a fast-growing energy supplier, challenging the existing marketplace with a leading, tech-led, and customer-focused successful solution. We are passionate about innovation and challenging the status quo to deliver exceptional service and solutions to our customers. Driven by the desire to do right by all our stakeholders, we recognise that our people are our greatest asset. Our culture and employee environment are always evolving, from the introduction of new benefits to leading structured training opportunities, and of course frequent social events At Valda Energy, you can be assured that you will be supported to be your best and be welcomed in to form part of our friendly team.

**Our perks. ️**:

- Annual Salary up to £27k (up to £32k OTE)
- 25 days of annual leave plus bank holidays, plus length of service award up to 30 days
- Private Medical Insurance with Vitality Health
- Life Insurance policy, providing coverage at four times your salary
- Employee Assistance Programme offering confidential support and guidance
- Enjoy an array of complimentary snacks, drinks, and lunch options in our office
- Salary sacrifice pension scheme where we will match contributions up to 4%
- In-house learning and development team devoted to nurturing your talent, unlocking potential and propelling you towards being your best

**The role.**:
**How you will contribute.**:

- Focussing on targeted strategic work to maximise customer engagement, demonstrating a strong sense of ownership in promptly resolving customer queries through multiple communication channels, thereby elevating the overall customer service experience and resolving debt
- Personalises interactions with customers, valuing each individual by actively listening and engaging in meaningful conversations to understand their specific situations. Collaborates with customers to develop workable and mutually beneficial solutions that cater to their needs while aligning with the company’s goals
- Exhibits remarkable emotional intelligence, maintaining self-control and resilience even in challenging situations. Effectively handles difficult calls through adeptly using influence, assertive negotiation, and conflict resolution skills
- Conducts in-depth desktop research to obtain accurate customer contact details and investigates queries related to customer liability and usage, ensuring comprehensive and accurate assistance and remove blockers to resolving debt effectively and correctly
- Maintains thorough records of customer interactions, logging relevant details and consistently updating account information for smooth and efficient future reference
- Collaborates with management to uphold best practices in communicating with customers, fostering stronger connections, and building lasting customer relationships
- Keeps up to date with the company’s latest processes and policies, staying well-informed to provide accurate and reliable information to customers
- Identifies and manages potential vulnerability triggers related to customer supply, triage and resolve in line with policy and regulatory requirements

**What we are looking for.**:

- CICM Qualified (desired)
- Experience working in the energy industry (desired)
- Experience working in a regulatory environment
- Previous collections/cash/ debt recovery experience
- Analytical decision making and problem-solving abilities
- Strong negotiation skills

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