EE Credit Controller

Our hybrid working means in this role you are required to be in the office 3 days per week with the option of working from a place of your choice 2 days per week.

As a member of the Managed Collections Team within Group Customer Billing & Assurance, you’ll be responsible for cash collection and debt reduction against an assigned portfolio of accounts. You’ll educate customers to make payment by the due date, encourage our preferred payment methods, and ensure any barriers to payment are resolved to facilitate payment. You’ll be working with other teams to provide a seamless service to our customers, utilising a range of shared support services, and delivering a brilliant customer experience.

You will have the following responsibilities:

• Contacting customers by telephone (preferred) or email, securing payment commitments, negotiating, encouraging preferred payment methods, and educating customers to improve payment patterns to minimise overdue debt.
• Investigating and resolving payment related queries in a professional, timely and quality manner.
• Escalating cash risks for intervention within BT and the customer’s organisation to avoid late payment/poor customer experience.
• Meeting set targets for cash collection/overdue debt, quality, and customer experience.
• Making effective collections calls and negotiating for full or part payment where disputes/enquiries exist.
• Protecting and developing customer loyalty through the provision of an excellent service to our customers.
• Maintaining accurate and timely records of conversations/actions taken.
• Providing stakeholder reporting on key debt and cash opportunities.
• Adhering to all necessary S-Ox controls, Policy and Process requirements for Data Security and Financial controls.
• Portraying BT Managed Collections in a positive and professional image at all times.
• Providing cover for colleagues during periods of absence to ensure that key tasks are covered.
• Attending conference calls/meetings/1:1’s/forums when/where required.
• Supporting your colleagues, Line Manager and the wider Group Customer Billing & Assurance teams.
• Safeguarding customer data in line with GDPR regulations and all other process and policy pertinent to protecting sensitive information.

We need people who are excellent in rapport building, problem solving skills, prioritisation and motivation to provide the best service possible. You will be comfortable in using a variety of different systems, as you build great relationships with your customers. We hire on attitude and behaviours - you will be eager, a fast learner and confident decision maker, who is able to consistently display tact and diplomacy. You will be adaptable in your approach to different customers and stakeholders, as well as being effective in negotiation and resolution.

What’s in it for you, what are the benefits?

• Online GP – Giving you access to a GP via telephone or video 24/7 for both you and your immediate family, fully funded by us.
• Market leading paid carer’s leave, up to 2 weeks off for carers to give that bit of extra support to our colleagues who are caring for family or friends who are disabled, ill or elderly.
• Family Leave - Equalised maternity, paternity, and adoption leave and it gives all parents 18 weeks full pay and 8 weeks half pay in the first year however they choose to grow their family.
• Huge discounts of EE & BT products including your Mobile and Broadband – saving you hundreds of pounds every year.
• Support in carving your own career path. We are passionate about developing our people and we’ll support you in achieving the career you want.
• Season Ticket Travel Loan – Giving you the funds to pay for your travel to and from work up front, making a difference where it counts.

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch. We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us. Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We’re committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you’re excited about this role but your past experience doesn’t align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.