Customer Account Manager

A leading UK-based Field Services company, specialising in providing external field agency solutions primarily to the utilities sector, is seeking a Customer Account Manager/Debt Resolution Officer. With its Head Office located in Stratford-upon-Avon, the company is known for delivering excellent service with a customer-centric approach.

The Customer Account Manager/Debt Resolution Officer will be responsible for managing customer accounts referred by clients. This position involves working with customers—primarily those in arrears—to find affordable and sustainable repayment solutions. The role requires exceptional communication skills to engage with customers via phone and written correspondence, ensuring timely and fair resolutions.

• Handle inbound and outbound calls to discuss and resolve customer accounts.
• Negotiate payment arrangements that suit customer needs and comply with company processes.
• Offer excellent customer service while collecting payments and setting up payment plans.
• Address metering issues, occupancy updates, dispute registrations, and highlight household vulnerabilities.
• Liaise with Field Representatives and Clients to ensure accurate and efficient account management.
• Maintain clear and professional account records on company and client systems.
• Identify and record any safety concerns or vulnerabilities encountered.
• Provide support and guidance to field agents during customer visits.
• Ensure adherence to industry regulations and company quality standards.

• Outstanding interpersonal and communication skills (both written and verbal).
• Confidence in handling challenging conversations with professionalism and empathy.
• Previous experience in debt negotiation, collections, or customer service is desirable but not essential.
• Strong IT and accurate keyboard skills.
• Attention to detail and the ability to spot and rectify errors efficiently.
• Results-driven attitude with excellent workload management abilities.
• Experience in the utilities industry is a plus, though not required.

• Hybrid working model offering flexibility and work-life balance.
• Supportive team environment with opportunities for professional development.
• A role where empathy and problem-solving skills make a real impact.