Collections Specialist

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 teammates or colleagues from other departments in areas where you have a deeper level of debt knowledge, enhancing 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, and 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, works with customers or colleagues to find solutions, and delivers them in a friendly and timely manner.
  • High-level resilience and positivity in 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 that aims to change 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 committed to making a positive impact on the environment. As a valued member of our team, you will be supporting our Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025.

We offer a range of benefits, including a healthcare plan, life assurance, and a generous pension contribution. We also offer hybrid working, volunteering days, and various company discounts. As a member of our team, you will have the opportunity to make a real difference in the world and be part of a dynamic and fast-paced environment.

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