B2B Collections SME Assistant in Stroud

The Commercial Debt SME Assistant will be responsible for the “Small - Medium size Enterprises” (SME) which are businesses whose employees and turnover fall under a specific threshold set by the government. This represents the most considerable proportion (83%) of customer accounts within the Commercial Portfolio at present. This role requires proven experience in managing SME Commercial Energy Debt, which is critical to our ongoing success. Reporting directly to the Commercial Debt SME Team Leader, you will be responsible for carrying out all SME commercial debt management activities whilst maximizing cash collections and minimizing bad debt. You will work closely with B2B colleagues across the department, all within a regulatory framework shaped by quality, compliance, and a drive for exceptional customer service. For this role, you'll need to be based within a reasonable distance of our office in Stroud, Gloucestershire, as the role requires a minimum office presence of three days per week in line with the agreed hybrid working rota.

What you will do…

• Ensure that inbound & outbound calls are handled in line with agreed quality and productivity related KPI’s.
• Meet Dunning requirements against targets and individual KPI’s.
• Ensure that SME customer base remains compliant with industry regulations i.e., Micro business customers, refund procedures, standards of conduct associated to debt.
• Ensure all complaints (internal & external) are investigated and resolved within agreed time scales.
• Resolve queries from internal and external customers within specified timescales through multiple communication channels.
• Prepare accounts for handover to the Escalations Team ensuring data is accurate.
• Meet set KPI’s for performance of SME debt targets.
• Communicate and negotiate payment plans with customers for both the customer and the business to ensure a fair outcome.
• Manage our approach to vulnerability and affordability ensuring we are treating our customers fairly and in line with our regulatory requirements.
• Identify, manage, and escalate where necessary (to the Escalations Team) SME customers who are considered high risk or delinquent.
• Work closely alongside the business and peers to ensure all key business workstreams (Wi’s) & processes impacting Debt (e.g., Billing/Work items) are not unduly blocking collection.
• Undertake 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.

About You

• Previous experience working in a Collections environment, ideally from an Energy background.
• Multiskilled and flexible, adapting to fluctuating workloads in a fast-paced environment.
• Numerate and analytical skills to perform root cause analysis.
• Enthusiastic about people and helping our customers.
• Excellent listening skills and verbal and written communication skills.
• Ability to organise own workload and multiple priorities, ability to work under own initiative.
• Be a Team Player and demonstrate the appropriate behaviours.
• Intermediate Excel skills required.
• Competent in using all other Microsoft Office packages.
• Maintain a positive learning environment that empowers and develops you and your colleagues.

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 associated sustainability objectives and targets.

Flexibility Statement

The fast moving nature of the 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 utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.

Ecotricity is Britain's overall greenest energy company- it’s more than just green energy – the breadth and depth of our work on green issues is unmatched. 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 have built windmills and sun parks in Britain. We call this turning 'bills into mills'. We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests. Ecotricity is an equal opportunities employer and is committed to providing equality for all.