Collection Advisors

We're making a difference: Together, we can ensure that there is enough water for everyone, now and in the future.

Portsmouth Water are looking for two Collections Advisors to join the team and play a key role in supporting customers while helping us manage debt responsibly. In this role, you'll handle day-to-day collection activities, assist customers experiencing financial difficulty, process essential debt-recovery tasks, and contribute to Portsmouth Water's commitment to fair, ethical, and effective debt management. We're looking for someone who is naturally empathetic, caring, and patient, with the resilience to navigate challenging conversations while always putting customers' wellbeing at the forefront. If you're driven by doing the right thing and making a genuine difference, we'd love to hear from you.

What will you be doing?

Key Responsibilities

• Drive proactive outbound support to customers in arrears, cancelled Direct Debits, or financial distress.
• Deliver compassionate, accurate resolutions across inbound calls and digital customer channels.
• Spot and refer customers for PSR, Social Tariffs, and other essential support services.
• Set up and manage sustainable payment plans, Arrears Assist cases, and tailored affordability assessments.
• Champion vulnerable customers with empathy, professionalism, and sound judgment.
• Execute structured debt-recovery actions, from dunning paths to DCA and litigation escalation.
• Process daily debt-related communications, including enquiries, insolvency papers, DWP applications, and payment offers.
• Maintain accurate, compliant records and update key collections reports and documentation.
• Support data integrity through account tracing, third-party data sharing, and reporting contributions.
  Uphold regulatory and internal standards across all customer, debt-recovery, and data-handling activity.

What do you need?

Skills, Qualifications & Competencies

Essential

• Experience in customer services or collections, ideally in a regulated contact centre environment.
• Strong attention to detail and ability to manage multiple tasks
• Good communication skills, both written and verbal.
• Empathy and professionalism when dealing with vulnerable customers.
• GCSEs (or equivalent) in English and Maths
• Proven experience in customer service or debt collections, ideally within a regulated environment
• Familiarity with CRM systems and basic Microsoft Office tools (Excel, Word).
• Ability to interpret and apply company policies and regulatory requirements.
• Strong numeracy and problem-solving skills.

Desirable

• Comfortable working with spreadsheets and CRM systems
• NVQ or equivalent qualification in Customer Service or Business Administration
• Experience in Utilities, financial services, or other regulated industries.
• Knowledge of debt recovery processes, including DCA and DWP applications
• Understanding of vulnerability frameworks and social tariffs.
  Experience with automation tools or data reporting.

We recognise people want to work in a variety of different ways, and that's why we're happy to consider flexible working arrangements. Please feel free to talk to us at interview about the flexibility you may be looking for.

Please note, we may close this advert early if we receive a high volume of applications so we encourage you to apply as soon as possible to avoid missing out.

We're committed to equality, diversity and inclusion, and we actively encourage applications from all sections of society.

Please be aware, the Company has a responsibility to ensure that all employees are eligible to live and work in the UK.

Due to the high volume of applications we may receive, we're unable to respond to every applicant individually. If your application is of interest, we'll usually be in touch within 4 weeks of receiving it.

What can Portsmouth Water offer you?

At Portsmouth Water, we believe in rewarding our people. Here's just a taste of what's waiting for you when you join the team:

Holidays Made Better

Enjoy 25 days of annual leave, plus bank holidays, giving you plenty of time to relax, recharge, and explore.

A Pension That Works for You

We'll help secure your future with a generous pension scheme, contributing up to 15% because your tomorrow matters as much as your today.

Performance Pays Off

You could earn a non-contractual bonus of up to 6% of your basic salary, linked to company performance because when we succeed together, you should benefit too.

Family Comes First

Whether you're welcoming a new arrival through birth or adoption, we've got your back with enhanced maternity, paternity, and adoption leave and pay.

Social Events

All expenses covered summer and winter social events

Peace of Mind, Always

Our life assurance scheme gives your loved ones extra security, with a 4x salary lump sum benefit in case the unexpected happens.

Comprehensive Wellbeing Support

Whether you need confidential mental health and wellbeing advice 24/7 through our Employee Assistance Programme, or physical health support via our Virtual GP service (available 8am10pm, 7 days a week for you and your immediate family), help is always close at hand with the HealthHero app.

PW Perks Treat Yourself

Enjoy exclusive discounts at thousands of retailers, plus exciting benefits like:

• Electric Vehicle Scheme (after 1 year)
• Cycle to Work Scheme
• Health Cash Plan
  
  and so much more