Bt Collections Specialist

**BT Collections Specialist**:

- Job Req ID: 40154
- Posting Date: 31 Dec 2024
- Function: Business Services & Operations
- Unit: Finance & Business Services
- Location: Manchester, Manchester, United Kingdom
- Salary: £31,652.00 with attractive benefits

**Recruiter: Carla Ballinger**

**Hiring Manager: Mina Marmont**

**Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.**
***About the role**
As a Collections Specialist, you will be responsible for cash collection, debt reduction and customer satisfaction for an assigned portfolio of customers within your assigned CFU customer base.
You will be a dedicated contact for a primary assigned portfolio of customers and a nominated escalation point for a further secondary portfolio of customers and their assigned credit controllers within both the UK and India sites. You will coach, lead and guide your assigned credit controllers to ensure they deliver against our cash, debt and quality KPIs.
You will act as a single point of contact for CFU nominated key customers who may be high risk (distressed/new acquisitions/high value spend) or sensitive (such as Blue Light/Public Sector). You will have overall responsibility to improve customer debt profiles, increase cash collection, remove barriers to payment either at FPOC or through liaising internally with other department, and delivering an excellent customer experience.

The role will include proactive holistic management of your accounts, attending customer meetings when required to drive collection issues through to resolution. You will deliver and support key stakeholder updates, including reporting on cash risks, ensuring accurate capture of payment information for forecasting purposes, and supporting the Sector Interface team.
You will build strong relationships with your colleagues in sales, the wider GCB&A teams, and finance to ensure the end to end service we offer to our customers is seamless. Acting as a role model within your team, you will live BT’s values to ensure we deliver a Personal, Simple and Brilliant service to our internal and external customers alike.

**You'll have the following responsibilities**
- Delivery of cash collection, debt reduction, productivity, quality and customer experience KPIs.
- Building and maintaining relationships with customers to secure payment at the earliest opportunity and reduce cash risks to BT.
- Coaching and guiding credit controllers to ensure we deliver a quality customer service whilst meeting our cash and debt KPIs
- Pro-actively resolving problems and removing barriers to payment by managing escalations, resolving conflict and providing support for colleagues and customers when needed.
- Dedicated contact for a primary portfolio of customers and a nominated escalation point for a further secondary portfolio of customers and credit controllers within both the UK and India sites. You will coach, lead and guide credit controllers to ensure they deliver against our cash, debt and quality KPIs.
- Single point of contact for CFU nominated key customers who may be high risk (distressed/new acquisitions/high value spend) or sensitive (such as Blue Light/Public Sector). You will have overall responsibility to improve customer debt profiles, increase cash collection and remove barriers to payment whilst delivering an excellent customer experience.
- Deliver and support key stakeholder updates, including reporting on cash risks, ensuring accurate capture of payment information for forecasting purposes, and supporting the Sector Interface team.
- Acting as a role model within your team, you will live BT’s values to ensure we deliver a Personal, Simple and Brilliant service to our internal and external customers alike.

**You'll have the following skills & experience**
- Excellent Credit Control/Cash Collection skills including strong communication, written and verbal competency with the ability to deliver presentations professionally.
- Knowledge and skills required to navigate multiple systems/billing platforms to aid both customer queries and provide system/process support and coaching to credit controllers where needed.
- Ability to provide coaching, support and help to colleagues within GCB&A operations to deliver a seamless experience for our customers and stakeholders
- Effective negotiation and problem solving experience, plus the ability to manage conflict well
- Excellent Customer focus skills in order to improve customer experience and eradicate any customer dissatisfaction, working with other parts of the business to provide quality end to end service
- Proficient working knowledge of billing systems/platforms, MS Teams, Excel, Word, Outlook & Access.

**About us**

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to fami