At a Glance
- Tasks: Manage billing and collections for partners, ensuring fair debt resolution.
- Company: Join OVO, a mission-driven company tackling the climate crisis.
- Benefits: Competitive salary, supportive team culture, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on sustainability and inclusivity.
- Why this job: Make a real impact while developing negotiation and problem-solving skills.
- Qualifications: Experience in negotiation, attention to detail, and self-motivation required.
The predicted salary is between 26794 - 30000 £ per year.
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 escape 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 engagement.
Partnership Billing & Collections Agent in Glasgow employer: ovoenergy
At OVO, we pride ourselves on being an exceptional employer, fostering a collaborative and inclusive work culture that empowers our employees to thrive. Located in the vibrant city of Glasgow, our team enjoys flexible office attendance, opportunities for personal growth, and the chance to contribute meaningfully to our mission of tackling the climate crisis. With a focus on teamwork and innovation, we celebrate success together and support each other in achieving our goals, making OVO a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Partnership Billing & Collections Agent in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ovoenergy. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ovoenergy before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Partnership Billing & Collections Agent in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ovoenergy:Your cover letter is your chance to shine! Tell us why you want to work at ovoenergy specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ovoenergy!
How to prepare for a job interview at ovoenergy
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
