Overview

Join to apply for the Collections Specialist role at Ecotricity.

Working within Ecotricitys Debt Management Department, the objective of this position is to maximise cash collections and minimise bad debt through excellent customer service and effective debt recovery processes.

We balance the needs of our customers with the needs of the business, within a regulatory framework focused on quality, compliance, and exceptional customer service. We aim to support customers struggling with their energy bills back to financial health by being patient, kind and fair. There is a fast-paced, dynamic environment with opportunities to take on greater ownership and develop knowledge.

The team is open six days a week from 8:30am - 6:00pm, therefore Saturday work is required on a rota basis. For this role, you’ll need to be based within a reasonable distance and able to travel to our office in Stroud in line with the agreed hybrid working rota.

Responsibilities

• Engage with customers in financial difficulty, communicating with passion across inbound and outbound calls, email and app contact.
• Take payments and negotiate affordable repayment options with customers and their representatives to get the best possible outcome for the customer and the Company.
• Understand the root cause of customer contact, taking ownership for solving queries (which can be both sensitive and complex) first time by working with other departments.
• 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, Vulnerability Commitment, etc.
• Take ownership for personal and team success by effectively managing your time.
• Identify and implement continuous improvements in ways of working within the team and customer service experience.
• Take accountability for your own development using the development tools and support provided.
• Coach teammates or colleagues from other departments in areas where you have deeper debt knowledge to enhance overall knowledge across the team and the Company.
• Complete any other ad-hoc duties as requested by Manager or Head of Department.

About You

• Essential skills: Experienced in delivering excellent customer service within a call centre environment.
• Previous customer facing roles with excellent and professional telephone skills (collections experience desirable but not essential).
• Experience of using multiple IT systems simultaneously with good computer literacy (including Microsoft Office software packages).
• High level of resilience and positivity managing change in an ever-evolving energy market whilst providing support and reassuring advice to customers facing economic challenges.
• Enjoys working with others, building rapport with customers and colleagues but also thrives independently.
• Able to listen, speak and write confidently and with great attention to detail.
• Takes ownership of complex issues, can work with customers or colleagues to find solutions and deliver them in a friendly and timely manner.

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, gyms, 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 sustainability objectives and targets.

Additional details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Customer Service
• Industries: Administrative and Support Services

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