Managed Collections Advisor

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at EE/BT, we really mean it.

**About this role**

If you love fast paced environments, this job might just be the one for you.

As part of a great team, you will be working with some of EE's biggest customers. Your responsibilities include cash collection, investigating and resolving issues that affect customer billing, data integrity and customer satisfaction.

Liaising with customers to secure payment, you will be confident and great at building relationships. You will be great at negotiation and will have unbeatable customer service skills. All whilst achieving KPI targets and obtaining great feedback on your level of service throughout. Your strong organisational skills will be very important in helping us and our customers.

Achieving goals will be key to you. You will be working with other stakeholders to achieve those goals, utilising a range of shared support services to manage your customer base. such as account managers, colleagues in finance and many others.

**You'll have the following responsibilities**
- Improving cash flow at every opportunity by telephone, encouraging preferred payment methods, educating customers to improve payment patterns, and minimise overdue debt without compromise to customer satisfaction.
- Investigating queries and aim to resolve in a professional, quality manner, within agreed targets.
- Act as a single point of contact and identify ‘root causes’ and work with necessary teams/units and stakeholders to resolve future occurrences.
- Ensuring promises made to the customer are kept, with proactive contact where failure is anticipated.
- Escalating where delays are being experienced in resolving customer issues which could result in late payment of invoices/impact customer experience.
- Escalating cash risks where an impact to cash is identified or anticipated
- Meeting set targets for cash collection/overdue debt, enquiry resolution, productivity, quality, and customer experience.
- Pro-actively planning customer calls ensuring the call is effective, covers all appropriate debts/enquiries and that a promise of full or part payment is received.
- Protecting and developing customer loyalty through the provision of an excellent service to our customers.
- Maintaining accurate records of conversations/actions taken and ensure all reporting is completed within the agreed timescales.
- Ensuring all communication with our customers is clear and concise and portrays EE in a positive and professional image at all times.
- Providing cover for colleagues during periods of absence to ensure that key tasks are covered.
- Co-ordinating requests for credits, debits and/or orders to be raised on appropriate ‘live’ accounts.
- Attending conference calls/meetings/1:1’s/forums when/where required.
- Supporting your colleagues, Team Leader and the wider Group Customer Billing & Assurance teams.

**You'll have the following skills & experience**
- Excellent Customer relationship skills including strong communication & rapport building, with strong written and verbal competency.
- Effective negotiation, influencing and problem solving skills and the ability to manage conflict well.
- Confident decision maker, able to consistently display tact and diplomacy with the ability to reasonably defend decisions where required.
- Compliance and adherence to policy and process to ensure SARBOX controls are met and any financial transactions are carried out under the appropriate delegation of authority.
- Excellent organisational skills, highly motivated with the ability to prioritise, manage and collaborate with the wider virtual team to ensure that customer issues are successfully resolved and brought to closure with all outstanding balances settled.
- Hard working, results oriented, team player with a credible track record of successful credit management and enquiry resolution
- Established and proven relationships within customers and internal teams along with good team building skills to drive value and performance
- Good commercial acumen and financial skills
- Ability to work to ever changing and stringent targets in order to achieve optimum cash flow into business.
- Proficient in range of Microsoft office software, Excel, Outlook, PowerPoint, Word, Access, SharePoint etc.
- Good working knowledge of Agent, Billing and Collections Desktop, with k