Customer Collections Representative

Our Customer Collections Representatives are an integral part of the Operations department, and we are looking for individuals who enjoy working in a fast-paced and challenging environment and have a real interest in learning new things.

Our Representatives are responsible for ensuring overdue debt is kept to a minimum and that customer payments are made in a timely manner. The successful candidate will support vulnerable and non-vulnerable customers by identifying appropriate arrears solutions and build effective relationships with customers, clients and colleagues whilst demonstrating best business practices.

Roles/Responsibilities

This list is by no means exhaustive and will be adapted to suit business needs.

• Manage allocated list of DR sites to keep debt levels as low as possible by contacting residents by phone/email/letter.
• Where appropriate, ensure supplies are disconnected pending payment.
• Negotiate cancellation or disconnection / reconnection of services to properties within agreed guidelines, and where appropriate liaise with Field Services to arrange reconnection.
• Issue Aged Debt Reports to an allocated list of clients on a monthly basis.
• Assist with collating information about debt to clients and providing effective updates.
• Provide full support to the Billing /Customer Services Team when needed.
• Ensure that all written communication (whether email or letter) adheres to company standards and complies with Client requirements.
• Handle all telephone calls in a manner that adheres to company standards and is compliant with client requirements.
• Become fully aware of the processes, procedures, systems and legislative requirements within our industry.

Key Skills and Behaviours Required

We require the applicant to have:

• Excellent communication and writing skills.
• Ability to listen and display empathy.

• Ability to manage conflict and conflict resolution
• ideally have experience in credit control and/or debt recovery.
• Negotiation skills
• Pro-Active attitude – use their initiative to help deliver resolutions.
• Motivated by hitting and exceeding targets.
• A willingness to learn is essential along with a genuine focus for doing what\’s right for customers.
• Ability to respond appropriately under pressure.
• Proficient in Microsoft office suite
• Proficient in navigating social media platforms.
• Real Team Player – we adopt a collaborative approach, and you must enjoy working as a part of a team.

• Genuine passion to help people and problem solve.

Switch2 Energy is an equal opportunities employer.

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