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- Tasks: Manage debt recovery for customers and resolve account queries.
- Company: Join Ecotricity, Britain's greenest energy company focused on renewable energy.
- Benefits: Enjoy hybrid working, healthcare plans, generous holidays, and various discounts.
- Why this job: Make a real impact while supporting sustainability and helping customers in need.
- Qualifications: Customer service experience, attention to detail, and strong communication skills required.
- Other info: Flexible role with opportunities for project-based work and personal growth.
The predicted salary is between 24000 - 36000 £ per year.
4 days ago Be among the first 25 applicants
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 partners. 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, answering queries from our third parties, and supporting our customers who are behind with their energy bills.
Alongside this, you will also undertake other tasks that may include handling bereavement cases, bankruptcies, and any other related customer enquiries. We are not a contact centre, but you will be expected to be ready for, and answer, a small volume of inbound calls each week and be proactive in making outbound calls to customers and third parties where appropriate to do so.
The work we do will have a significant impact on both the business and customers, so getting it right first time is crucial.
What You Will Do…
- Escalate accounts to our third-party debt collection agencies and manage any queries received as a result of this.
- Investigate and resolve complex customer or account queries, providing resolutions within the agreed timeframes.
- Work with other departments to resolve 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.
- Handling other energy account administration, such processing individual insolvencies, and managing accounts where the customer has passed away.
- Be ready to answer and handle low volumes of inbound telephone calls.
- Make outbound calls as required to chase up outstanding information we need to help progress accounts and answer customer or third-party queries.
- Any other ad-hoc duties as requested by the Team Leaders or Manager.
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.
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.
Knowledge, Skills, Experience & Attributes
- 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, as well as verbal and written communication skills.
- Exceptional time management.
- Ability to organise workload and multiple priorities.
- Work in a logical and date-driven way, subject to requirements and team objectives.
- Effective objection handling.
- Numeracy and problem-solving skills.
- Team Player, with experience working independently where required but also positively contribute to team performance, meetings and projects.
- Ability to build rapport with colleagues, customers and third parties.
- 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.
Flexibility statement
The fast moving nature of the company\’s 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 use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.
Ecotricity is Britain\’s greenest energy company. 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 build windmills, sun parks and green gasmills in Britain. We call this turning \’bills into mills\’. Some of our biggest achievements to date include building Britain\’s first megawatt windmill and the country\’s first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.
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.
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Debt Recovery Assistant employer: Ecotricity
Contact Detail:
Ecotricity Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Debt Recovery Assistant
✨Tip Number 1
Familiarise yourself with the debt recovery process and the specific challenges faced by customers in this area. Understanding the nuances of debt collection, especially in relation to energy bills, will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Showcase your customer service experience by preparing examples of how you've successfully resolved complex queries in the past. Highlighting your problem-solving skills will be crucial, as this role involves dealing with sensitive situations.
✨Tip Number 3
Practice your communication skills, particularly in handling difficult conversations. Since you'll be making outbound calls and answering queries, being able to convey empathy and clarity will set you apart from other candidates.
✨Tip Number 4
Research Ecotricity's mission and values, especially their commitment to sustainability. Being able to align your personal values with the company's goals can make a strong impression during your interview.
We think you need these skills to ace Debt Recovery Assistant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and any specific skills mentioned in the job description, such as attention to detail and problem-solving abilities.
Craft a Strong Cover Letter: In your cover letter, express your passion for helping customers and your understanding of the debt recovery process. Mention any relevant experiences that demonstrate your ability to handle sensitive situations, like bereavement cases or bankruptcies.
Showcase Communication Skills: Since excellent verbal and written communication skills are crucial for this role, provide examples in your application of how you've effectively communicated with customers or resolved complex queries in the past.
Highlight Teamwork and Flexibility: Emphasise your ability to work both independently and as part of a team. Mention any experiences where you adapted to changing workloads or collaborated with others to achieve a common goal.
How to prepare for a job interview at Ecotricity
✨Show Your Customer Service Skills
Since the role involves managing domestic customers through the debt recovery journey, it's essential to demonstrate your experience in providing excellent customer service. Be ready to share specific examples of how you've handled customer queries or resolved issues in the past.
✨Highlight Your Attention to Detail
This position requires a keen eye for detail, especially when dealing with complex account queries. Prepare to discuss situations where your attention to detail made a significant difference in your work, such as catching errors or ensuring accurate data entry.
✨Prepare for Problem-Solving Scenarios
You may be asked to tackle hypothetical scenarios related to debt recovery or customer inquiries during the interview. Practice articulating your thought process and problem-solving skills, showcasing how you would approach resolving issues effectively.
✨Demonstrate Your Team Player Attitude
The role requires collaboration with various departments and third parties. Be prepared to discuss your experiences working in teams, how you contribute positively to team dynamics, and any instances where you've successfully collaborated to achieve a common goal.
