Collections Advisor

The Collections Advisor 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 liaise with customers to review accounts, resolve issues and seek payment of debts. We are looking for candidates who are strong communicators, enjoy problem-solving, investigation and desktop analysis and who can work on their own initiative.

We can promise you a hardworking and lively environment that will equip you with skills that could be used across many areas of the business. You can expect to be part of a collegial and supportive team, with a strong emphasis on knowledge-sharing, continuous learning, mutual respect, and personal development. We will ask a lot of you, and in return, opportunities for advancement in our company are available for those who put in the effort. We value our people and love to watch them develop and advance in their careers with us.

When we offer you a post, we will help and support you in your work, but be prepared to learn through doing the role as much as undergoing formal training. These posts are for applicants with confidence and initiative as well as the maturity required to take responsibility and make decisions and be confident in their own abilities and potential.

• Build rapport, identify customer needs quickly, efficiently, and proactively to ensure delivery of payments and agree on payment plans
• Work closely with colleagues to contribute to objectives and targets for the teams’ process, acquiring and sharing knowledge and skills as part of your daily tasks
• Manage workload effectively, taking ownership of all tasks, ensuring they are completed within given timescales, and escalated as appropriate to enable effective recovery of debt
• Assist and collaborate with ALL other areas of the business as required e.g. legal, Insolvencies, Disconnections
• Work collaboratively with team members to ensure more complex issues and escalations are investigated and resolved
• Review customer accounts ensuring high-quality data is available as appropriate, and identify any potential barriers to payment
• Opportunity for involvement in the continuous automation and improvement of business processes

• Experience within a similar role – utilities, finance or banking back office/collections administration preferred but not essential
• Confident communicator with a good telephone manner
• Experience in account reviews, reporting and analysis and/or investigation work would be beneficial
• Ability to flourish in a challenging, high pressure and fast-paced environment and to meet team KPIs
• High level of literacy, numeracy, customer service, reporting and attention to detail
• Competent in all Microsoft office packages
• Highly organised, flexible with a positive attitude, ability to work collaboratively as well as autonomously
• Good negotiation and persuasion skills with excellent interpersonal and communication skills
• Ability and willingness to take ownership of own learning and development
• Educated to degree level (or similar) preferred but not essential