The main purpose of the role is to manage our domestic customers through the debt recovery journey. This includes dealing with outcomes following a debt collection visit by our third party, which might involve escalating and co-ordinating the fitting of a Pay As You Go meter via the warrant process. There could be other elements of the process that you would work on, such as updating our customer data, fixing any issues preventing debt collection, and supporting our customers who are behind with their energy bills.
The work we do will have a significant impact on both the business and customers, so getting it right first time is crucial.
Core responsibilities:
- Escalate accounts to our third-party debt collection agencies and manage any queries as a result of this
- Co-ordinate the end-to-end process of force fitting Pay As You Go meters for those customers who are not willing to co-operate
- Investigate and resolve complex customer or account queries, providing resolutions within the agreed timeframes
- Work with other departments to fix accounts so they can go through the debt recovery process
- Liaising with letting agents, landlords, housing associations and other third parties to establish who is responsible for the energy usage at a property
- Any other ad-hoc duties as requested by Manager or Head of Department
About You
Working within the Debt Recovery Team, you will be multi skilled and flexible and be reactive within a fast-paced office environment with fluctuating workloads. You will be positive and keen to learn with a can-do attitude.
You should be passionate about helping our customers and can think outside the box. You have experience in customer service and have excellent verbal and written communication skills, investigative skills and a great eye for detail.
In addition to the core responsibilities, you may undertake other project-based work as the need arises within Ecotricity – all aimed at delivering a high and consistent quality of service to our customers.
Essential skills:
- Experience in providing an excellent level of customer service
- Excellent attention to detail
- Good computer literacy, including Microsoft Word and Excel
- Experience in using multiple ‘sector specific’ software packages would be useful, but not essential
- Excellent listening skills and verbal and written communication skills
- Ability to organise workload and multiple priorities
- Effective objection handling
- Numeracy and problem-solving skills
- Team Player
- Ability to build rapport
- Committed to continual improvement
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.
