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Collections Administrator

2 weeks ago

Bournemouth, United Kingdom Pennon Water Services Full time

**Pennon Water Services** is a national business water retailer delivering simple, accurate and timely billing to c. 100,000 customers through great customer service. We are committed to helping our customers lower water use and reducing costs.

As employees we thrive in a supportive working environment, developing and continuously learning to ensure we are all working at our best and we’re looking for enthusiastic people to join our growing team and be part of our continued success.

**Do you want to work for a company that values its people, where you will be able to make an impact? Are you an excellent communicator with a strong work ethic and a methodical approach? Have you exceptional customer service skills and Insolvency Knowledge?**

We currently have an opportunity for a **Collections Administrator** to join our **Aged Debt Team** based in **Bournemouth. **Joining us on a **full-time permanent** basis, you will receive a competitive salary of **£23,683 per annum, depending on skills and experience **plus excellent benefits.

**About the role**

The scope of this role is based in Bournemouth working with nationwide customers and operates during office hours.

**What you’ll be doing**:

- Negotiate the payment of overdue bills or outstanding payments via inbound and outbound telephone calls and in writing.
- Effectively communicate with customers to establish the reasons for arrears and identify suitable and realistic solutions based on individual customer circumstances and in accordance with company policy.
- Customer account reconciliations and analysis and provide customers with in-depth details of outstanding bills and allocations.
- Establish and maintain effective working relationships with co-workers, peers, internal and external customers ensuring exceptional customer service standards and credit control procedures are achieved.
- Provide administrative support in relation to billing of accounts, reconciliations, and payment processing.
- Advise customers of commercial disconnection procedure in line with company policy.
- Manage own case load to ensure contact is made in a timely manner in line with SLA. Work and contribute to individual and team targets.
- Recognise opportunities for improving debt intervention practices to maximise return of collection and implement appropriate actions when appropriate.
- Proactively monitor and manage repayment arrangements made with customers. Maintain accurate records of contact with customers.
- Escalate collection issues to prioritise problem/complaint to help enable prompt payments. Use judgement to assess customer accounts and discuss with Team Leaders where cases are to pass for legal action if applicable.
- Actively promote, where possible, all PWS products and services and identify Commercial UREP/VAS opportunities.

**What we are looking for**:

- Educated to GCSE, grade A-C or equivalent
- Previous experience of working in credit and debt management
- Experience of negotiating debt and credit control within a similar role
- Demonstrate understanding of litigation process
- Previous experience of working in a commercial environment
- Demonstrate you have a sound understanding of business goals and objectives
- Evidence of excellent communication skills, both written and verbal along with listening and questioning skills
- Demonstrate excellent levels of customer service and interpersonal skills, with the ability to manage difficult customer situations
- Evidence you have excellent organisational and time management skills
- Ability to constructively challenge accepted thinking and methods by generating and embracing innovative ideas
- Accurate data entry skills

**What’s in it for you**:
Pennon Water Services is part of the Pennon Group and at Pennon, who are one of the largest companies in the South West and we are proud to have been awarded Investors in People recognition.

We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. **In return, we offer an excellent range of benefits including**:

- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Share-save Scheme
- Various health benefits
- Wellbeing support programmes
- A range of Group Discounts
- Cycle to Work Scheme
- Financial support services
- And plenty more

**Be yourself, we like it that way.** Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

**Our core values which are essential to our success are**:

- Trusted - We do the right thing for our customers and stakeholders.
- Collaborative - We forge strong relationships working together to make a positive impact.
- Responsible - We keep our promises to our customers, communities, and each other.
- Progres