Collections Specialist

3 weeks ago

Stroud, Gloucestershire, United Kingdom Ecotricity Full time £25,000

About The Role

We are seeking a highly skilled and motivated individual to join our team as a Collections Specialist. In this role, you will be responsible for maximising cash collections and minimising bad debt through excellent customer service and effective debt recovery processes.

As a Collections Specialist, you will work closely with our customers to understand their financial situations and provide tailored solutions to help them get back on track. You will also be responsible for processing and cleansing data, updating systems and records accurately, and adhering to industry compliance and regulations.

We are looking for someone who is passionate about delivering exceptional customer service, has excellent communication skills, and is able to work independently and as part of a team. If you are a motivated and results-driven individual who is looking for a challenging and rewarding role, we would love to hear from you.

Your Key Responsibilities

  • Engage with customers in financial difficulty, communicating with passion across inbound and outbound calls, email and app contact.
  • Take payments and negotiate affordable repayment options with customers and their representatives to get the best possible outcome for 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 the personal and team success by effectively managing your time.
  • 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 someone who:

  • Has passion and experience in delivering excellent customer service via previous customer-facing roles with excellent and professional telephony skills (collections experience desirable but not essential).
  • Enjoys working with others, building rapport with customers and colleagues but also thrives independently.
  • Has fantastic communication skills, able to listen, speak and write confidently and with great attention to detail.
  • Is an organised problem solver, taking ownership of complex issues, can work with customers or colleagues to find solutions and deliver them in a friendly and timely manner.
  • Handles pressure well, with a high level of resilience and positivity managing change in an ever-evolving energy market whilst providing support and reassuring advice to our customers who are facing unprecedented economic challenges.
  • Has experience of using multiple IT systems simultaneously with good computer literacy (including Microsoft Office software packages).

About Us

Ecotricity is Britain's greenest energy company.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too- we build windmills and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2023, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass.

We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.

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