At a Glance
- Tasks: Support debt collection processes and manage customer queries with a focus on collaboration.
- Company: Join a dynamic team at Southern Water, committed to diversity and inclusion.
- Benefits: Competitive salary starting from £30,000, hybrid work model, and career development opportunities.
- Other info: Enjoy a supportive environment with a commitment to your growth and success.
- Why this job: Make a real difference in debt recovery while building valuable relationships and skills.
- Qualifications: Experience in customer service or collections preferred; strong communication and problem-solving skills required.
The predicted salary is between 30000 - 30000 £ per year.
- Closing Date
- 2026-07-10
- Job Title
- Debt Recovery Process Advisor
- Location
- Durrington, Worthing (Hybrid, 2 days per week)
- Contract Type
- Permanent
- Hours
- Salary
- From £30,000 depending on skills and experience
About The Role
The Debt Recovery Process Advisor will support the processes and activities that relate to the collection of overdue debt, including responding to customer queries routed through debt collection partners, reviewing default registration queries, managing the monthly reporting process, handling DCA allocation and daily file transfers, and assisting with the bad debt write-off process.
- What You Will Be Responsible For
- Maintaining an overall understanding of the entire collections journey, from early collections through to litigation and debt write-off.
- Building relationships with external debt collection service providers and offshore teams to aid process awareness and expedite query resolution.
- Respond to customer e‑mails resulting from contact from debt collection partners.
- Provide guidance to offshore teams on escalated DCA queries and help them develop their understanding of our business and processes.
- Assist with the monthly Credit Reference Agency data sharing process and review customer requests for information amendments or removal.
- Monitor the file transfer process associated with DCA allocation.
- Update and circulate reporting related to DCA activity and performance.
- Carry out various activities that support the DCA process.
- Assist with data preparation for the bad debt write‑off process.
- What You’ll Bring To The Role
- Experience in a customer service or collections environment (preferred).
- Proficiency with MS Office Applications, especially Excel.
- Strong people skills and proven ability to collaborate with others.
- Effective communication with a range of audiences including customers, colleagues and service partners.
- Ability to interpret a customer’s journey through the collection process.
- Self‑motivated with the capacity to prioritise and execute tasks independently.
- Strong problem‑solving skills.
- Effective time‑management skills.
- Positive mindset and adaptability to changing business needs.
- Comfortable with multi‑tasking.
- Commitment to Diversity
We welcome applicants from all backgrounds, identities, and experiences.
We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic.
If you need reasonable adjustments during the recruitment process, please let us know.
Additional Information
In line with Southern Water’s security requirements, successful candidates will be required to provide evidence of identity, eligibility to work in the UK, a criminal record check (DBS), and verification of employment and/or education history for the past three years.
Appointment is subject to the successful completion of all pre‑employment checks, including security vetting.
Candidates who do not meet the required security standards or fail to pass the vetting process may have the offer withdrawn.
Some positions may require higher levels of security vetting, which may involve additional documentation.
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