Agent (Debt Project Team)

At Water Plus we’re a down to earth, straightforward lot, with a passion for driving high quality customer service and making a difference in our communities.

It’s an exciting time to join our business and work in the new water retail market and our existing customers range from small, independent business, to some of the biggest names in the UK

**We have an exciting opportunity to join our debt project designed to reduce our aged debt. You will be part of an agile team who are empowered to change and amend the processes and ways of working to get the maximum results - part of a team who have already brought in over £5m this financial year. You will do a mixture of inbound and outbound phone calls as well as investigation to support and help our customers.**

**Key responsibilities**
- To communicate with the customers by phone and in writing to collect payments and resolve customer issues that may be preventing/delaying payment
- To own the customer’s enquiry/issue, including complex enquiries, from receipt to resolution to the satisfaction of the customer and Water Plus, ensuring that promised actions are completed and the customer is kept up to date
- To accurately identify the root cause of the customer’s contact and support business improvement activities to reduce complaints and increase customer satisfaction
- To adhere to all regulations, policies and guidelines
- To assist in on the job training and development of other team members and provide specialist support to the area to deliver outstanding performance

**Essential knowledge & skills needed**
- Previous experience in a call centre environment
- Strong customer service skills
- Ability to influence and negotiate others with strong interpersonal skills
- Confident and resilient
- Able to work in a fast paced and changing environment
- Good listening skills
- Attention to detail with a high degree of accuracy
- Computer literate, MS Office, Excel

**Desirable knowledge & skills**
- Awareness of water industry and market
- Collections / Debt/ Litigation experience

**The Company**:
We are a water retailer, you can see on our website what that means, but the short version is, when parliament approved The Water Bill in 2014, it declared that the water market could become competitive for non-domestic customers. It ruled that water wholesalers could no longer provide the retail element for their non-domestic customer, and that’s where we were formed, as a joint venture between United Utilities and Severn Trent, and we went live in April 2017

Our goal is to be the number one water retailer of choice, and we all work together to achieve our goal.

We don’t believe in business as usual: because in every area we push to improve what we do - and we have lots of fun along the way

We have a modern building, including free parking on-site, electric car charging, and you can even top up your car tyre pressure for free. You’ll have access to an on-site restaurant, bike storage area and showers - plus discounted gym membership to the very near Athletic Club. We’re based across 3 floors in Stoke-on-Trent at Riverside Park, not far from the M6. It’s also a short walk from the main train station - or a very quick bus journey from there too, with regular buses for across the city.

And, we have been awarded the Healthworks Gold award for wellbeing at work, for how we approach looking after our colleagues. You can also find out more about our business and working for us on social media on the hashtag #WorkingAtWaterPlus and #WaterPlusUK - follow the hashtags to see more

Also, we're passionate about our community and want to make a difference to deprived families and support young people and the unemployed into work.

Our great people do a lot of charity work and fundraising - raising over £30,000, since we started our business, for good causes from supporting families and children with illnesses (The Donna Louise), to Children in Need, Red Nose fundraising and helping support homeless people in the Stoke area (The Macari Centre).

We offer all our people the opportunity to get involved through our community activities and fundraising events for our chosen charities.

**What’s in it for you**:

- Salary £22,000.00 per annum
- 33 days of holiday, plus, your birthday each year as a treat on us
- Option to buy & sell holidays each year
- Pension scheme with up to 6% employer contributions
- Employee health plan & substantial pay if you do become unwell
- Employee Assistance Programme
- Discounts from up to 350 top brands, to say thank you for working for Water Plus
- Refer a friend scheme
- Star awards recognition scheme - we recognise our star performers each month, every quarter, and every year
- Professional & personal learning & growth through our Water Plus academy
- We love our people and look after them well. We want to do even better though, so, if f there's something that's important to you but missing here, let us know, and