We have a need to appoint Collections Team Executives in our dynamic and tight-knit Collections division.

We are looking for confident and experienced individuals who will support the division to deliver key objectives in a challenging environment.

The Collections Team Executive role is central to our activities and provides an opportunity to use a range of relevant skills. The main function of the role is to support our front-of-house collections Team by working with other departments within Castle Water and liaising externally with customers to review accounts, resolve issues and seek payment of debts.  We are looking for candidates who enjoy problem solving, investigation, and desktop analysis and who can work on their own initiative.

Castle Water is the leading independent water retailer in the UK, supplying circa 550,000 Supply Points across England and Scotland. Castle Water is the leading supplier in London and the Thames Valley, South East England and Portsmouth, and one of the 5 largest suppliers in Scotland.

Castle Water has a track record of providing excellent customer service, and of developing innovative approaches to utility supply. We developed the first affinity partnership in the water sector, pioneered online switching by customers, and were the first company to transfer customers in England. We have more 5-star reviews on Trust Pilot than all other water retailers combined. Our values include treating customers fairly and maintain an open-door approach with our regulators.

Our philosophy as a company is to provide all staff, at every level, with ongoing training and development. This can range from Call-Handling and Microsoft Excel to Business Writing and professional qualifications.

Our head office is based in Blairgowrie in Northern Perthshire, within easy commuting distance of both Perth and Dundee, and equidistant between Edinburgh, Glasgow, and Aberdeen. The area provides excellent opportunities for a range of activities, from golf and fishing to mountain biking and skiing.

Key Responsibilities

  • Working closely with colleagues to contribute objectives and targets for Collections
  • Manage workload effectively ensuring all tasks are completed within given timescales
  • Take ownership of customer queries and resolve in a timely manner, escalating as appropriate
  • Work collaboratively with team members to ensure more complex customer queries are investigated and resolved
  • Assist with other area of the business when required i.e. legal, insolvencies and disconnections
  • Deal with escalations and issues raised
  • Review of billing including account set up, desktop analysis, remedial action and update of data
  • Direct contact with customers to discuss payment, payment plans
  • Escalation of issues to Legal and Disconnection teams
  • Collaboration across the business including Invoicing, Industrial & Commercial (I&C), Finance, Disconnection and Legal
  • Working with colleagues to produce reporting for volume of accounts, value and aged debt
  • Provide cover for customer facing teams as required

Key Skills & Experience

  • Experience within a similar role – utilities, finance or banking back office/collections administration preferred but not essential
  • Experience of account reviews, reporting and analysis and/or investigation work would be beneficial
  • Ability to work in a challenging and fast paced environment and to meet team KPI’s
  • High level of literacy, numeracy, customer service, reporting and attention to detail
  • Competent in all Microsoft office packages Excel, office 365 and Sage
  • Effectively managing workload
  • High organised, flexible with a positive attitude, ability to work collaboratively and autonomously
  • Excellent interpersonal and communication skills
  • Good negotiation and persuasion skills
  • Ability and willingness to learn and develop
  • Educated to degree level (or similar) preferred but not essential

How to apply

If you have the drive, experience and skills to support our continued success, send your CV together with a covering letter to careers@castlewater.co.uk. We look forward to hearing from you.

Innovation and knowledge sharing are part of our everyday experience. We invest the training and support you need to succeed and deliver the excellent service our customers expect. We offer an attractive base salary, pension scheme, life cover and 28 days paid holiday.

As a responsible employer, the health, safety and wellbeing of our people is a top priority. Our people are currently working from home where possible, and where this is not possible, additional measures have been put in place in line with government guidelines to ensure a safe environment for those who are working in our offices