At a Glance
- Tasks: Provide outstanding customer service and manage billing queries with care and professionalism.
- Company: Join Ogi, a leading Welsh telco with big ambitions and a collaborative culture.
- Benefits: Competitive salary, supportive environment, and opportunities for personal growth.
- Other info: Be part of a team that values customer care and community support.
- Why this job: Make a real difference in customers' lives while developing your skills in a dynamic role.
- Qualifications: GCSE or equivalent, strong communication skills, and IT literacy required.
The predicted salary is between 25000 - 30000 £ per year.
Ogi is a leading full-service Welsh telco with big ambitions. We’re a network builder and operator, already hitting more than 20% penetration across our residential services. Our Ogi Pro business brand offers everything from telephony to managed IT services – and a recently launched high-capacity wholesale network spanning the M4 motorway route from Cardiff into England.
As a Collections Agent you will provide everyone with an outstanding service at every stage of their relationship with Ogi. This is central to the company’s ethos and success. The role focuses on handling customer care billing queries and issues: including invoice enquiries, adjustments, and supporting customers through debt recovery – with particular attention to vulnerable customers.
The Customer Care Collections Agent role will include, but not be limited to:
- Managing high volume inbound calls in line with our Service Level KPIs.
- Dealing directly with basic and recurring billing queries, with a focus on resolving all incidents on first contact, first time.
- Managing complex billing diligently and professionally – responding across a wide range of touchpoints from calls to emails.
- Managing payment plans – ensuring high success rate at payments.
- Ensuring our CRM is kept up to date with relevant information.
- Outbound contacting debt customers to try and recoup outstanding balances.
- Providing exceptional support where some of our customers may be in financial hardship.
- Managing existing customer debt, contacting our customers when needed to collect payments on overdue balances.
- Supporting the Dunning process, providing a customer-centric approach to debt recovery through every step of the journey.
- Pro-active work relating to early warning Direct Debit failures.
- Working on various ad-hoc projects related to debt, debt recovery, and customer account management.
- Working with and supporting our Billing Manager where appropriate.
- Contributing to the company’s customer service strategy, bringing first-hand experience of dealing with customers to the centre of the approach.
Knowledge, Skills + Experience
Desirable
- Customer care delivery – extensive experience of delivering an outstanding customer service to business and residential customers.
- Complaint experience – a background in managing and resolving customer complaints in a timely and effective manner.
- Multi-channel – experience of delivering high-quality customer services across a range of channels, including social media and online communities, ensuring a consistent approach.
- Acting as a customer champion – a track record of ensuring that your knowledge of the customer is used to inform immediate and long-term improvements across the company.
Essential
- Strong communications skills – verbally, as well as on paper and online and an ability to adapt your tone of voice to meet customer needs.
Qualifications: GCSE qualification or equivalent. IT literate, able to use Microsoft office suite application.
Collections Agent in Cardiff employer: Ogi
Ogi is an exceptional employer that prioritises outstanding customer service and employee development, making it a fantastic place to work as a Collections Agent. With a strong focus on community engagement and support for vulnerable customers, Ogi fosters a collaborative work culture where employees are encouraged to grow and contribute to the company's success. Located in Wales, Ogi offers unique opportunities to be part of a rapidly expanding telco, with a commitment to innovation and excellence in customer care.
StudySmarter Expert Advice🤫
We think this is how you could land Collections Agent in Cardiff
✨Tip Number 1
Get to know Ogi inside out! Research our services, values, and recent projects. This way, when you chat with us, you can show off your knowledge and passion for what we do.
✨Tip Number 2
Practice your communication skills! Since the Collections Agent role is all about connecting with customers, try role-playing scenarios with friends or family to nail down your approach to handling queries and complaints.
✨Tip Number 3
Be ready to showcase your customer service experience! Think of specific examples where you've gone above and beyond for a customer. We love hearing about real-life situations that demonstrate your skills.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining the Ogi team. Don’t miss out on this opportunity!
We think you need these skills to ace Collections Agent in Cardiff
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your experience in delivering outstanding customer service. We want to see how you've handled billing queries or complaints in the past, so share specific examples that showcase your skills!
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the role of Collections Agent at Ogi. Use keywords from the job description to show us you understand what we’re looking for.
Be Professional and Personable:Remember, as a Collections Agent, you'll be dealing with customers from all walks of life. Show us your ability to communicate effectively and empathetically in your written application. A friendly tone can go a long way!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to submit all the necessary documents in one go. Plus, it shows us you’re serious about joining the Ogi team!
How to prepare for a job interview at Ogi
✨Know Ogi Inside Out
Before your interview, take some time to research Ogi thoroughly. Understand their services, values, and recent developments. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences where you delivered exceptional customer service. Highlight situations where you resolved complaints or helped vulnerable customers, as this aligns perfectly with the role of a Collections Agent.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. Make sure to listen carefully to the interviewer’s questions and respond thoughtfully. This will reflect your ability to handle customer queries effectively and show that you value communication.
✨Be Ready for Role-Play Scenarios
Expect to engage in role-play scenarios during the interview. Prepare for common situations you might face as a Collections Agent, such as handling a difficult customer or managing a billing query. Practising these scenarios can help you feel more confident and showcase your problem-solving skills.
