Pennon Water Services, t/a Source for Business is a national business water retailer delivering simple, accurate and timely billing to c. 100,000 customers through great customer service. We are committed to helping our customers lower water use and reducing costs.As employees we thrive in a supportive working environment, developing and continuously learning to ensure we are all working at our best and we’re looking for enthusiastic people to join our growing team and be part of our continued success.
Do you have a keen eye for detail and thrive in roles where your communication and negotiation skills will be valued and developed? Can you balance empathy and professionalism to help customers resolve their payment issues?
We currently have a fantastic opportunity available for a proactive and detailed-oriented Collections Administrator to join our close-knit team based in Exeter. This is a full-time permanent position, offering a competitive starting salary of £24,090 per annum, plus a range of excellent company benefits + rewards. In the development of this role, you will be supported with a levels 1 to 3 Collection Teams Progression Scheme, where you can earn up to £26,678 per annum.
About the role
As a Collections Administrator, you will play a vital role in managing early-stage debts and ensuring timely payments from our commercial customers. You’ll be the first point of contact for overdue bills, reaching out to understand payment delays and negotiating solutions, including payment plans where necessary.
You’ll handle a mixture of written and verbal communication, drafting bespoke emails and letters for complex cases, and documenting customer case notes accurately. Inbound queries will also form part of your role, requiring problem-solving and excellent customer service skills. You’ll collaborate with other departments and meet performance targets, including call and collection KPIs.
This role involves managing difficult conversations with customers facing financial challenges, so strong emotional intelligence and conflict management are key. You’ll also ensure data accuracy, using multiple software systems while adhering to GDPR regulations.
Progression Scheme:
The successful candidate will benefit from our Progression Scheme framework that is designed to provide a rewarding and clear career path from day one. As a Level 1 agent, you will gain a diverse set of skills that add variety to your role, from mastering key debt collection processes to handling more complex customer interactions. Our commitment to your development is reinforced by hands-on training, and ensuring you understand different aspects of the business area. Your hard work is recognised through regular one-to-one reviews with your manager, clear salary increments, and support to help you reach each new milestone.
What you’ll be doing:
- Negotiate the payment of overdue bills or outstanding payments via inbound and outbound telephone calls and in writing.
- Effectively communicate with customers to establish the reasons for arrears and identify suitable and realistic solutions based on individual customer circumstances and in accordance with company policy.
- Establish and maintain effective working relationships with co-workers, peers, internal and external customers ensuring exceptional customer service standards and credit control procedures are achieved.
- Advise customers of commercial disconnection procedure in line with company policy.
- Provide administrative support to the litigation team, reconciliation and assigning workloads within the team for reporting.
- Manage own case load to ensure contact is made in a timely manner in line with SLA. Work and contribute to individual and team targets.
- Proactively monitor and manage repayment arrangements made with customers. Maintain accurate records of contact with customers.
- Escalate collection issues to prioritise problem/complaint to help enable prompt payments. Use judgement to assess customer accounts and discuss with Team Leaders where cases are to pass for legal action if applicable.
What we are looking for:
Essential:
- Educated to GCSE, grade A-C or equivalent.
- Excellent communication skills, both written and verbal.
- Proficient in active listening and strategic questioning abilities.
- Excellent customer service and interpersonal skills
- Ability to manage difficult customer situations.
- Strong organisational and time management skills
- Attention to detail and data accuracy.
- Emotional intelligence and professionalism in sensitive situations.
Desirable:
- Previous experience in debt collection or a credit control role.
- Familiarity with Customer Relationship Management (CRM) Systems.
- Experience of working in the utilities or water industry.
- Knowledge of litigation process and associated legal requirements.
What's in it for you:
In return for our people’s hard work and commitment, you will receive the opportunity for ongoing development and training for a long-term career with us, as well as an excellent range of benefits including:
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Share-save Scheme
- Various health benefits
- Wellbeing support programmes
- A range of Group Discounts
- Cycle to Work Scheme
- Financial support services
- And plenty more!
Closing Date: Thursday 24th October 2024
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
Job Type: Full-time
Schedule:
Work Location: In person
Application deadline: 24/10/2024
Reference ID: 2390
