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- Tasks: Join our Customer Contact team to help customers manage their utility bills through calls.
- Company: We're a leading service provider for energy companies, dedicated to customer satisfaction.
- Benefits: Enjoy uncapped commission, flexible lunch options, life insurance, and 5 weeks holiday.
- Why this job: Make a real impact by helping customers while developing your skills in a supportive environment.
- Qualifications: Must have 18 months call centre experience, be organised, and possess strong communication skills.
- Other info: Work in a dynamic team with rotating shifts in our Romford office.
The primary purpose of the role is to deliver service excellence for both the company and its customers by working in our Customer Contact team collecting debt from customers on behalf of energy companies. All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description.
Hours/Shift Pattern
- 8.00am-5pm, 9.00am-6pm and 11.00am-8pm rotating shifts
- If you opt for a 30 min lunch you would start 30 mins later unless on an early shift
Benefits:
- Uncapped monthly commission.
- Option of 30min or 60 min lunch agreed when you start
- Life Insurance
- Pension Contributions of 3% after 3 months
- 5 weeks holiday (they do have Xmas shut down)
This is a key customer centric role predominantly telephony based helping to assist clients and customers find the right solution to manage their outstanding utility bills and arrears. You will also assist field agents in the field set up and agree payment plans and process payments from customers. Operating in a contact centre environment dealing with both inbound and outbound calls. The role is located in our client's Romford office and involves working with a growing team that works across a range of working times to deliver the full range of services they provide. In addition, there is a requirement to deliver both Management and Client led KPI’s to ensure they achieve targets set for the business across a range of activities.
Key Responsibilities and Duties
- Answer incoming calls from our clients’ customers to discuss and arrange suitable resolutions based on their personal circumstances and our clients’ criteria.
- Answer incoming calls to assist field agents in dealing with clients’ customers.
- Make outbound calls to client’s customers to attempt to establish contact.
- Update the relevant CRM systems with the information relating to your calls from general updates, details on the resolution gained and other data such as meter reads and vulnerability information.
- Cover team workloads to a sufficient level during staff absence to ensure clients receive a consistent service.
- Manage calls within the company agreed quality framework.
Skills and Experience
- Minimum 18 months previous experience working in a call centre/customer contact centre
- Organised and can accurately follow protocols to deliver a high and consistent service.
- Active listening and ability to summarise conversation to customer
- Adaptable, flexible, and react positively to change.
- Good work ethic with the ability to work within defined timescales.
- Polite, patient, empathetic and understanding of people’s personal circumstances.
- Approachable and self-motivated.
- Able to work in a team environment and be able to multitask.
- Proficient in Microsoft Office, and able to adapt to custom built CRM systems.
- Proven track record of achieving targets and/or Key Performance Indicators.
PLEASE NOTE DUE TO OUR CLIENT BEING HIGHLY REGULATED YOU WILL NEED TO UNDERTAKE A SOFT CREDIT CHECK AND A DBS ONCE YOU'VE BEEN SUCCESSFULLY APPOINTED.
Collections Agent employer: Made Employment Ltd
Contact Detail:
Made Employment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Agent
✨Tip Number 1
Familiarise yourself with the energy sector and common customer issues related to utility bills. Understanding the challenges customers face will help you empathise and provide better solutions during your calls.
✨Tip Number 2
Practice your active listening skills. During mock calls or role-plays, focus on summarising what the other person says to ensure you fully understand their situation. This will be crucial in a role where resolving customer issues is key.
✨Tip Number 3
Get comfortable with CRM systems by exploring similar software or tools. Being proficient in these systems will not only help you manage calls effectively but also demonstrate your adaptability to potential employers.
✨Tip Number 4
Showcase your ability to meet targets by preparing examples from your previous roles. Think of specific instances where you exceeded KPIs or handled challenging situations, as this will highlight your suitability for the Collections Agent position.
We think you need these skills to ace Collections Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and call centre roles. Emphasise skills such as active listening, organisation, and adaptability, which are crucial for the Collections Agent position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention your previous experience in handling customer queries and resolving issues, and express your enthusiasm for helping customers manage their utility bills.
Highlight Key Skills: In your application, specifically mention your proficiency with Microsoft Office and any CRM systems you've used. Also, include examples of how you've met targets or KPIs in past roles to demonstrate your capability.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is essential for a customer-facing role.
How to prepare for a job interview at Made Employment Ltd
✨Showcase Your Customer Service Skills
As a Collections Agent, you'll be dealing with customers' sensitive situations. Highlight your previous experience in customer service roles, especially how you've handled difficult conversations and resolved issues effectively.
✨Demonstrate Active Listening
During the interview, practice active listening. This means not just hearing but understanding what the interviewer is saying. Reflect back on their questions to show you’re engaged and can summarise conversations, which is crucial for this role.
✨Familiarise Yourself with KPIs
Understand the key performance indicators (KPIs) relevant to the role. Be prepared to discuss how you have met or exceeded targets in your previous positions, as this will demonstrate your ability to contribute to the company's goals.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and adaptability. Think of examples from your past experiences where you successfully navigated challenges, particularly in a call centre environment.
