At a Glance
- Tasks: Provide outstanding customer service and manage billing queries with care and professionalism.
- Company: Ogi, a leading Welsh telco with big ambitions and a collaborative culture.
- Benefits: Competitive salary, supportive work environment, and opportunities for personal growth.
- Other info: Great opportunity for career development in a fast-growing company.
- Why this job: Join a dynamic team and make a real difference in customer experiences.
- Qualifications: GCSE or equivalent, strong communication skills, and IT literacy.
The predicted salary is between 30000 - 40000 £ 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 9-month FTC 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 9-month FTC in Cardiff
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Ogi.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Ogi. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Collections Agent 9-month FTC in Cardiff
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Ogi.
How to prepare for a job interview at Ogi
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Ogi's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Ogi offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
