Renewable Energy Cash Collector

1 week ago

Stroud, Gloucestershire, United Kingdom Ecotricity Full time
About the Role

We are seeking a highly skilled and motivated Collections Specialist to join our team at Ecotricity, a leading renewable energy company. As a Collections Specialist, you will play a critical role in maximizing cash collections and minimizing bad debt through excellent customer service and effective debt recovery processes.

Key Responsibilities:

  • Engage with customers in financial difficulty, communicating with passion and empathy to resolve their queries and concerns.
  • Take payments and negotiate affordable repayment options with customers and their representatives to achieve the best possible outcome for both the customer and the company.
  • Quickly understand the root cause of customer contact, taking ownership for solving queries (which can be both sensitive and complex in nature) first time by working with other departments.
  • Process, cleanse and format data and update systems and records accurately, including external industry bodies.
  • Adhere to industry compliance and regulations such as the Data Protection Act, Vulnerability Commitment, etc.
  • Take ownership for personal and team success by effectively managing your time and prioritizing tasks.
  • Identify and implement continuous improvements in ways of working within the team and customer service experience.
  • Take accountability for your own development using the development tools and support provided.
  • Coach your teammates or colleagues from other departments in areas where you have a deeper level of debt knowledge, helping to enhance the overall knowledge across the team and the company.

About You

We are looking for a candidate with:

  • Experience in delivering excellent customer service via previous customer-facing roles with excellent and professional telephony skills (collections experience desirable but not essential).
  • A team player who enjoys working with others, building rapport with customers and colleagues, but also thrives independently.
  • Fantastic communication skills, able to listen, speak, and write confidently and with great attention to detail.
  • An organized problem solver who takes ownership of complex issues, can work with customers or colleagues to find solutions, and deliver them in a friendly and timely manner.
  • High level of resilience and positivity, managing change in an ever-evolving energy market while providing support and reassuring advice to customers facing unprecedented economic challenges.
  • Technical skills, including experience of using multiple IT systems simultaneously with good computer literacy (including Microsoft Office software packages).

About Us

Ecotricity is a leading renewable energy company, committed to changing the way energy is made and used in Britain. We use the money from our customers' bills to make our own renewable energy, and we're passionate about reducing our carbon footprint and promoting sustainable living.

We offer a range of benefits, including:

  • Healthcare plan, life assurance, and generous pension contribution.
  • Volunteering day.
  • Hybrid working.
  • Various company discounts (including shops, gym, days out, and events).
  • Holiday of 25 days (plus bank holidays) and ability to buy/sell days.
  • Cycle to work scheme, car pooling, and onsite parking available.

We're an equal opportunities employer and are committed to providing equality for all. We're passionate about creating a diverse and inclusive workplace, where everyone feels valued and supported.

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