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For Companies At a Glance
- Tasks: Manage customer accounts, ensuring timely payments and positive experiences.
- Company: KCOM is a community-focused company delivering award-winning broadband services since 1904.
- Benefits: Enjoy flexible working, 28 days holiday, and a great pension scheme.
- Why this job: Join a supportive team that values your growth and offers a chance to make a real impact.
- Qualifications: Previous experience in collections or customer service is preferred but not essential.
- Other info: Hybrid working options available; perfect for balancing work and studies.
The predicted salary is between 15000 - 25000 £ per year.
Are you passionate about delivering excellent customer service while driving results? As a Collections Consultant at KCOM, you'll play a key role in managing our Consumer customer base, ensuring timely payments and maintaining positive customer experiences. This critical role is focused on optimising cash collections through proactive debt management and relationship building.
Salary: Up to £25,000 dependant on experience (Pro rata for part time)
Hours: 22.5 per week
Location: Carr Lane, Hull with hybrid working opportunity
Advert Closing Date: 14th February 2025
Key Responsibilities:
- Manage and prioritise your own portfolio of customers to meet targets and service level agreements (SLAs).
- Monitor customer payments and behaviours to identify and address potential issues early.
- Proactively contact customers to follow up on late payments and prevent debts.
- Maintain accurate customer records and update account details.
- Analyse customer history and spending to develop win-win solutions.
- Recommend unrecoverable debts for write-off when necessary.
- Collaborate with colleagues to ensure a unified approach to collections.
- Assess new customer credit checks to safeguard the profitability of our customer base.
Requirements:
- Previous experience in collections, finance, or customer service is preferred but not essential.
- Strong organisational skills with the ability to manage and prioritise tasks effectively.
- Excellent communication skills and a customer-focused mindset.
- A proactive approach to problem-solving and decision-making.
- Ability to work collaboratively in a team environment while owning individual objectives.
Personal Attributes:
- You should be proactive and detail-oriented, taking initiative to contact customers and ensure accuracy in updating records and analysing account details.
- Analytical skills are essential for assessing credit checks and recommending debt write-offs.
- You should be collaborative, working well with colleagues to enhance debt collection efforts, and have a strong customer focus to create win-win situations for customer accounts.
- Effective communication skills are vital for discussing payments and account status with customers.
- Dependability in managing customer portfolios and meeting targets and SLAs is also crucial.
Perks And Benefits:
- 28 days holidays
- Excellent Pension Scheme with generous employer contributions
- Volunteering days
- Life Assurance
- Corporate Discount schemes
- Flexible options such as part-time schedules
- We support hybrid and remote working
- A variety of Pick Your Own benefits, for example Cycle to work Scheme, Gym Flex, Tech Scheme to name just a few.
About Us:
KCOM goes beyond broadband—for us it's about community, innovation, and commitment. Since 1904, we've been integral to Hull and East Yorkshire, delivering award-winning broadband services and being at the heart of our region. Join us in expanding our full-fibre network and connect more homes and businesses.
At KCOM, collaboration fuels our innovation, driving us to be the best and keep our customers seamlessly connected. We empower our customers to thrive in the digital age, and we're passionate about making a real difference in their lives.
Why Work with Us:
At KCOM, our dedication to our people mirrors our commitment to our customers. Immerse yourself in a workplace that values you as an individual, offering family-friendly policies and adaptable working arrangements. Engage with us through employee forums, enjoy a wide range of on-site facilities, and a suite of services supporting colleagues from diverse backgrounds. Benefit from an employee assistance program, occupational health support, a variety of online wellbeing tools as well as our personal development learning platform.
Values are not just words for us – they are the foundation of our dynamic workplace. Grow with us, seize opportunities to progress, and unleash your potential in an environment designed to nurture your professional development.
Equal Opportunity Employer:
At KCOM, we celebrate diversity and promote inclusivity through dedicated forums and DEI events. We are committed to nurturing your potential in a culture that values every individual. As a proud signatory of the Armed Forces Covenant and Disability Confident Scheme, we also actively support local schools and colleges with mock interviews and career advice. Join us and thrive in an environment where your contributions are valued.
No agency applications will be considered for this vacancy at this time.
Seniority level: Entry level
Employment type: Part-time
Job function: Consulting, Information Technology, and Sales
Industries: IT Services and IT Consulting
Collections Consultant employer: KCOM
Contact Detail:
KCOM Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Consultant
✨Tip Number 1
Familiarise yourself with KCOM's values and mission. Understanding their commitment to community and customer service will help you align your responses during the interview, showcasing how you can contribute to their goals.
✨Tip Number 2
Prepare examples from your past experiences that demonstrate your problem-solving skills and ability to manage customer relationships. Highlighting specific instances where you've successfully resolved issues or improved customer satisfaction will make you stand out.
✨Tip Number 3
Research common challenges in debt collection and be ready to discuss how you would approach them. Showing that you have a proactive mindset and can think critically about potential issues will impress the hiring team.
✨Tip Number 4
Network with current or former KCOM employees on platforms like LinkedIn. Gaining insights into the company culture and expectations can provide you with valuable information to tailor your approach during the application process.
We think you need these skills to ace Collections Consultant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in collections, finance, or customer service. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your proactive approach to problem-solving. Mention specific examples of how you've successfully managed customer relationships or resolved payment issues in the past.
Highlight Key Skills: Emphasise your organisational skills, communication abilities, and analytical mindset in your application. These are crucial for managing customer portfolios and ensuring timely payments.
Show Enthusiasm for KCOM: Research KCOM and express your enthusiasm for their mission and values in your application. Mention how you align with their commitment to community and innovation, which can set you apart from other candidates.
How to prepare for a job interview at KCOM
✨Showcase Your Customer Service Skills
As a Collections Consultant, your ability to deliver excellent customer service is crucial. Be prepared to share specific examples of how you've successfully managed customer relationships and resolved issues in the past.
✨Demonstrate Proactive Problem-Solving
Highlight your proactive approach to identifying potential payment issues before they escalate. Discuss any strategies you've used to follow up on late payments and how you’ve maintained positive customer experiences.
✨Emphasise Organisational Skills
Since you'll be managing your own portfolio of customers, it's important to demonstrate your organisational skills. Talk about how you prioritise tasks and manage your time effectively to meet targets and service level agreements.
✨Prepare for Team Collaboration Questions
Collaboration is key in this role. Be ready to discuss how you've worked with colleagues in the past to achieve common goals, especially in a collections or customer service context. This will show your ability to work well in a team environment.
