Collections Specialist

4 weeks ago

London, United Kingdom Ecotricity Full time
About The Role Working within Ecotricity’s Group Finance operation, the objective of this position is to maximise cash collections and minimise bad debt through excellent customer service and effective debt recovery processes.

We have the challenging task of balancing the needs of our customers with our needs as a business, all within a regulatory framework shaped by quality, compliance, and a drive for exceptional customer service.

The department is both the middle and the end of the customer journey, aiming to rehabilitate customers struggling with their energy bills back to financial health. This means that we have a responsibility to try and resolve all manner of complex queries, providing opportunities within the team to take on greater ownership.

The team is open six days a week from 8:30am - 6pm, therefore Saturday work is required on a rota basis. This role is available on full-time and a part-time basis providing the candidate is able to work until 6pm and Saturday on a rota basis. We will consider what hours the candidate is able to work during the application process.

In addition to the core responsibilities, you may be responsible for undertaking other project-based work as the need arises from across Ecotricity group – all aimed at delivering a high and consistent quality of service to Ecotricity customers.

Core Responsibilities

· Handle and resolve inbound calls as well as complete outbound calls with customers who are suffering financial difficulty.

· Take payments and negotiate affordable repayment options with customers to get the best possible outcome for the customer and the Company.

· Investigate and resolve customer queries (which can be both sensitive and complex in nature) by working with other departments within specified timescales using various communication methods.

· Process and progress accounts through our internal debt collection processes.

· Ascertain full contact details (full name, telephone & address) for our customers, which may involve contacting letting agents, landlords, housing associations, etc.

· Process, cleanse and format data and update systems and records accurately, including external industry bodies

· Adhere to industry compliance and regulations such as the Data Protection Act.

· Work within the team to achieve both personal and team objectives set by team leader or manager

Additional Responsibilities

· Help other departments with debt related queries

· Any other ad-hoc duties as requested by Manager or Head of Department About You

Skills and Experience

· Previous experience in customer service roles with an excellent attention to detail and investigative skills

· Confident and professional telephone manner

· Team Player with ability to build rapport with customer and the team

· High level of numeracy, accuracy, and problem-solving ability

· Experience of using multiple IT systems simultaneously with good computer literacy (including Microsoft Office software packages)

· Excellent listening skills, verbal & written communication skills

· Ability to organise workload and multiple priorities and use own initiative

About Us

What's in it for you...

Healthcare plan, life assurance and generous pension contribution
Volunteering day
Hybrid working
Various company discounts (including shops, gym, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025


Flexibility statement

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use it's people in the best possible way at all times and helps the employees to make make their contribution in a changing environment. 

Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity- the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain- by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too- we build windmills and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2023, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass.

We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.

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