Full Time Permanent Position
Salary between £15000 and £17000 based on experience plus Bonus.
The role of the collections advisor is to maximise the recovery of debt to minimise bad debt charge and write off through the delivery of exceptional customer service. The advisor must be confident enough to work on both business and domestic accounts but must understand the differences in regulation between collecting on the two. This role involves making outbound calls and taking inbound calls for the majority of time.
Key competencies of the roleAbility to proactively engage with customers over the telephone to understand root cause payment issues and work with customers to put highly effective payment plans in place to recover debt as quickly but sustainably as possibleShows empathy and understanding of customer issues and is mindful of regulatory licence conditions, specifically on domestic customers but balances this with effective collectionsMust be able to handle a wide variety of tasks with flexibilityMust have the ability to work at pace making outbound calls and handling inbound calls to strict productivity targets
Essential skillsMinimum 2 years collections experience in either domestic or business speaking directly to customers in payment difficultyConfident and assertive but not aggressive telephone mannerGood relationship/rapport building skills (telephone)Persuasive and influential telephone mannerAble to close down payment agreements over the telephone that will stick whilst taking into account what the customer can afford to payUnderstanding of the Data Protection ActClean personal credit file (you will need to agree to a credit check and any employment will be subject to this being clean)Ability to work accurately and quickly with numbers to help customers work through an income and expenditure formComputer literateAbility to create effective MIEffective problem solverSelf-starter, highly motivatedConfident when dealing with external third parties such as debt agencies
Desired skillsUtilities or Telecoms experience, specifically EnergyKnowledge of both B2B and B2C collectionsKnowledge of Treating Customers fairlyKnowledge of Ability to Pay license conditionUnderstanding of Climate Change LevyUnderstanding of the difference between domestic and business VATKnowledge of Debt Collection Agency practicesKnowledge of payments via benefits (Fuel Direct)Knowledge of OfgemKnowledge of Pre-Payment metersKnowledge of Warrant court processKnowledge of litigation, trace and enforcement activities
For further details please call Carla Alexander on 01162473324