Collections Advisor

As a collections advisor you will successfully collect overdue balances from our customers at an early stage and reinstate the customers’ payment methods to Direct Debit.
**What you’ll be doing**
- You will support customers with account queries by taking inbound calls, whilst adhering to call service level agreements.
- You will also actively contact customers with overdue balances, through the automated outbound dialer.
- You will be responsible for successfully resolving complaints & dissatisfactions in line with our processes.
- You'll be able to show empathy to customers in financial difficulty sign posting them to the correct support and ensuring good customer outcomes are reached to resolve the debt situation.
- Ensure your own activity complies with all regulatory standards, GDPR and quality policies.

**Your role will also involve**:

- You will be able to achieve a minimum of £10k per month on card payments
- You will have a 97% answer rate, reducing the number of abandoned calls
- Achieve a minimum of 40 Direct Debit resets per month with above 60% successful

**We’re looking for people that have**
- Excellent written and verbal communications skills.
- High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of your own work.
- The drive, curiosity and determination to resolve customer issues making it easy for our customers to deal with us.
- A genuine interest in your own development and learning needs, with the energy and desire to act on them to improve your performance.
- Have professional, friendly and helpful attitude, with the desire to create great working relationships with both colleagues and customers.

**Experience**
- Previous experience in a collection’s role, preferred but not essential.
- Experience of working in a contact centre environment.
- Strong communication skills written and verbal.
- A basic level of computer literacy.

**Qualifications and other requirements**
- Knowledge of the Telecoms/energy sector
- IT literate.
- Strong mathematical skills.

**In return for your hard work, you’ll get**
- 25 days holiday with the option to buy and sell more
- Discounts at 100s of high street and online stores
- Free Life Assurance, Cycle to work and travel loans for people wanting a greener commute
- Wellbeing support including 24/7 access to a GP, mental health support, get fit programmes and free legal and financial guidance

**The important extras**
- Amazing on-site facilities, such as free on-site gym, free parking, subsidised café and to top it off an on-site subsided bar for after-work drinks, quiz nights and social events
- Hybrid working - option to work two days from home if you choose
- Access to our award-winning training and development programmes
- Opportunities to get involved in charity fundraising and volunteering days through our giving back movement

Our newly refurbished HQ is based in the heart of Sale Moor Village next to Sale Water Park. We’re only a stone’s throw away from the M60 and just a short 5-minute walk from the Airport Metro Link line and Sale Town Centre. We also have plenty of free on-site car parking as well as a bike locker if you choose to cycle in.

**Job Types**: Full-time, Permanent

**Salary**: £20,000.00 per year

**Benefits**:

- Casual dress
- Employee discount
- Free fitness classes
- On-site gym
- On-site parking
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Work Location: In person