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- Tasks: Help customers overcome debt and resolve account issues with empathy and expertise.
- Company: Join Southern Water, a supportive and dynamic workplace focused on exceptional service.
- Benefits: Competitive salary, hybrid work model, and opportunities for personal growth.
- Why this job: Make a real difference in customers' lives while developing your communication and problem-solving skills.
- Qualifications: Experience in customer communication and problem-solving; debt recovery experience is a plus.
- Other info: Collaborative team environment with a focus on positive outcomes for all.
The predicted salary is between 27000 - 30000 £ per year.
Closing Date: 2026-02-16
Collections Advisor – 2 positions
Location: Hybrid – 2 days in Durrington office, 3 days WFH
Contract Type: Perm
Hours: 37
Salary: £26,800 – £30,000 per annum
There has never been a better time to join our organisation as we build towards a greener future, tackling climate change, minimising our environmental impact and reducing our carbon footprint!
Overview
Are you ready to make a real impact – helping customers overcome financial challenges while driving positive outcomes for the business? Southern Water is looking for a passionate and skilled Collections Advisor to join our in-house team. If you thrive on energy, problem-solving, and a decision-making team, this is your chance to turn difficult moments into transformative ones.
As a Collections Advisor, you’ll be at the heart of our debt resolution efforts.
You’ll:
- Support Customers in Debt: Understand individual circumstances and offer tailored solutions to help clear outstanding balances.
- Resolve Issues & Drive Payments: Take ownership of accounts, address concerns, and negotiate effectively to resolve complex accounts
- Ensure Accuracy: Keep account records up-to-date and precise with every interaction.
- Champion Communication: Handle inbound/outbound calls, emails, and letters with professionalism.
- Collaborate & Escalate: Work with third parties and escalate complex cases to ensure fair outcomes.
- Support Vulnerable Customers: Signpost to internal and external support services when needed.
About You
We’re looking for individuals who are:
- Previous experience in collections. (Essential for the role)
- Excellent Communicators: Skilled in listening, connecting, and negotiating with customers.
- Resilient Problem-Solvers: Confident in handling tough conversations and finding practical solutions.
- Detail-Oriented: Accurate and thorough in updating customer records.
- Team Players: Reliable, collaborative, and able to juggle multiple priorities.
Your Experience
To thrive in this role, you’ll need:
- Proven experience in handling difficult customer conversations and resolving issues.
- Background in debt recovery/collections
- Proficiency in multi-channel communication (calls, emails, letters). We operate a phone first policy.
- Strong numeracy and Microsoft Office skills.
- Excellent ability to learn new systems
- To be self-motivated and have a passion for delivering results
- To have a competitive nature
Why Join Southern Water?
At Southern Water, we’re more than just a utility provider – we’re a team committed to supporting our customers and each other. As a Collections Advisor, you’ll be empowered to make a difference, supported by a dynamic workplace culture that values compassion, integrity, and growth.
Package
This role will be full time Monday to Friday with a hybrid approach at our Durrington office 2 days a week, 3 days WFH.
We are offering a salary of up to £30K per annum depending on skills and experience as well as other benefits including:
- Generous pension up to 11% company contribution
- 25 days annual leave
- Life assurance equal to 4x salary
- Salary sacrifice electric car scheme (after 6 months service)
- Health Cash Plan
- Full funded eye tests
- Two paid volunteering days a year
- Occupational health service
- Discounts with over 800 popular retailers
- Digital GP service
- Study support may be available for job-related qualifications
- Competitive maternity leave and flexible return to work options
- Cycle to work scheme
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Collections Advisor employer: Southern Water
Contact Detail:
Southern Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Advisor
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Southern Water. Understand their values and how they support customers. This will help you connect your experiences to their mission during the conversation.
✨Tip Number 2
Practice makes perfect! Role-play common interview scenarios with a friend or family member. Focus on demonstrating your empathy and problem-solving skills, as these are key for a Collections Advisor role.
✨Tip Number 3
Show off your communication skills! During the interview, be sure to articulate your thoughts clearly and listen actively. Remember, it’s not just about what you say, but how you engage with the interviewer.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’d be a perfect fit!
We think you need these skills to ace Collections Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in handling difficult conversations and problem-solving. We want to see how your skills align with the role of a Collections Advisor!
Showcase Your Empathy: In your written application, emphasise your ability to connect with customers and understand their challenges. Use examples that demonstrate your communication skills and how you've helped others in tough situations.
Be Detail-Oriented: Pay attention to the details in your application. Ensure your CV is free from errors and that all relevant information is included. This reflects the meticulous nature we value in a Collections Advisor.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Southern Water
✨Understand the Role
Before your interview, make sure you thoroughly understand what a Collections Advisor does. Familiarise yourself with the key responsibilities like engaging with customers and resolving account issues. This will help you tailor your answers to show how your skills align with the role.
✨Showcase Your Empathy
Since this role requires a lot of customer interaction, be prepared to demonstrate your empathy and communication skills. Think of examples from your past experiences where you successfully handled difficult conversations or helped someone through a challenging situation.
✨Prepare for Problem-Solving Questions
Expect questions that assess your problem-solving abilities. Prepare specific scenarios where you had to think creatively to resolve an issue, especially in a customer service context. Highlight your resilience and how you managed to turn a tough situation into a positive outcome.
✨Know Your Numbers
As a Collections Advisor, you'll need to be comfortable with numbers and account management. Brush up on your numeracy skills and be ready to discuss how you've used them in previous roles. This could include anything from managing payment plans to ensuring accurate account updates.
