Partnership Billing & Collections Agent in Glasgow

Role: Partnership Operations

Location: Glasgow (office attendance required once per week)

Salary banding: £26,794 - £30,000

Experience: Mid-level

Working pattern: Full-Time

Reporting to: Stephanie Thomson and Kevin Mclaughlin

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Ownership, Resolution and Persistence

Top 3 qualities for this role: Negotiation, Attention to detail and Self Motivation

Where you’ll work: Depending on the needs of your business area, we expect hub based people to be in the office at least once a week, and to go to OVO Connection events in-person. You’ll be assigned to the closest one of our three hub offices, Bristol, Glasgow, or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop, is designed to inspire people, help them connect and bring big ideas to life.

Everyone belongs at OVO: At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet: Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how: Working with our strategic partners, we supply energy to millions of homes in the UK. Bringing life’s essentials to all corners of the country. We’re here to ensure that our business relationships thrive. We work together to ensure that our partners are billed correctly and that their properties are always ready for their next tenant.

This role in a nutshell: As a Billing & Collections Agent within Partnership Operations, you’ll play a key role in supporting our partners to manage and resolve outstanding debts in a fair and professional way. You’ll act as a trusted specialist, using your knowledge of the partnership's journey to communicate and negotiate sustainable solutions with partners. This role requires strong attention to detail, an understanding of regulatory obligations and the ability to adapt your approach to different situations, ensuring positive outcomes for both our partners and OVO.

Your key outcomes will be:

• Debt Recovery Excellence
• Independently manage a portfolio of high value partners
• Actively engage our partners to get them in a two month in arrears position
• Work towards individual and overall area debt reduction targets
• Utilise skills and experience to assess partners willingness to pay and escalate through the current escalation process where appropriate.
• Use strong negotiation skills to resolve complex queries, balance the need of the partner to the overall business bad debt charge
• Maintain clear records of partner conversations, promises to pay and escalation criteria
• Customer Focus
• Put the partner at the heart of everything however, being mindful of how partner behaviour impacts potentially vulnerable tenants.
• Tailor each call depending on the need of the partner and the situation with their debt position.
• Provide clear, confident and accurate information to the partner to ensure trust and secure debt
• Collaboration & Teamwork
• Work collaboratively and closely with partners, TPIs, SMEs and management within the area to resolve any potential issues.
• Share best practice and raise awareness/suggestions for improvement via area SMEs and management
• Contribute to a positive, inclusive and supportive team culture by celebrating success and offering peer-to-peer recognition through Mo, during team sessions and in group chats.
• Provide feedback to partners where they feel they can improve on data quality to ensure accurate billing, make suggestions via department wide processes to ensure continuous improvement across the area.

You’ll be a successful Partnership Operations Billing & Collections Agent here at OVO if you…

• Have proven ability to navigate complex business environments while consistently achieving optimal outcomes and protecting brand reputation.
• Maintain resilience and professional calm when managing high-pressure situations and confidently engaging in difficult conversations.
• Demonstrate strong persuasion and negotiation expertise to develop and implement financial resolutions that align with OVO value and our commitment to core business debt reduction targets
• Have experience in paying close attention to detail, maintaining accurate records and following processes to ensure compliance.
• Have experience in using data and insights to prioritise your workload, spot trends and take proactive action on overdue accounts.
• Skilled in employing root cause analysis to quickly diagnose underlying issues and drive efficient, effective process enhancements.
• Communicate with clarity and strategic intent, tailoring your approach to establish credibility and foster enduring trust with our partners.
• Actively collaborate and share best practices across the business area, contributing directly to the elevated performance and collective expertise of the team.
• Stay curious and adaptable, keeping up with process changes, training, and regulatory requirements.
• Bring energy, positivity, and resilience to the team environment, contributing to a supportive and inclusive culture.
• Have experience in delivering brilliant customer experiences, even when conversations are difficult.

Let’s talk about what’s in it for you:

We’ll pay you between £26,794 and £30,000, depending on your specific skills and experience. We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission. You’ll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there’s flex pay. We'll give you 9% Flex Pay on top of your salary – 4% of this is auto enrolled into your pension, and the remaining 5% is yours to do what you like with. You can use this to buy from our extensive range of flexible benefits, including our green benefits which we've put at the heart of our offering, add to your pension or even take it as cash.

Here’s a taster of what’s on offer:

• For starters, you’ll get 34 days of holiday (including bank holidays).
• For your health: With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more.
• For your wellbeing: With gym membership, travel insurance, workplace ISA, will writing services, dental insurance, and more.
• For your lifestyle: With extra holiday buying, discount dining, home & tech loans, and supporting your favourite charities with give-as-you-earn donations.
• For your home: Get up to £400 towards any OVO Energy plan, plus great discounts on solar, smart thermostats and EV chargers.
• For your commute: Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans.

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

For your Belonging: To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

Oh, and one last thing... We’d be thrilled if you tick off all our boxes, yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you! If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.