Collections Advisor

Salary: From £20,000

Hours: Full Time, 37.5 Hours per week

Duration: Permanent

Location: Bristol (Temple Meads)

About the role 

Our customers are at the heart of every process we deliver, and our Collection Team is a vital role of Bristol Energy in supporting our customers with timely payments and more complex debt management. The team are responsible for contacting and collecting any overdue bills from both current and former domestic customers who have failed to make payment towards their energy bills whilst delivering excellent customer service.

You will need to be self-motivated and have a desire to improve your own and the team’s performance. Effective communication skills are paramount in this role whilst keeping our customers at the heart of everything we do. You’ll be dealing with many different customers in a variety of situations, all with different needs. This calls for resilience, determination and a positive can-do attitude.

Your duties will include:

  • Conducting accurate assessments of customer’s financial circumstances and setting up affordable repayment options

  • Managing and resolving external and internal customer queries in given timescales to maximise collections

  • Maintaining customer data held within the main customer system

  • Proactively contacting customers and responding to inbound contact via telephone, email and letter (handling 60-80 contacts per day - predominantly outbound calls, but some inbound)

  • Supporting our vulnerable customers through our Ability to Pay process signposting to suitable advice agencies

  • Ensuring all appropriate methods of early arrears collection have been exhausted and that the escalation of the account is a last resort, making recommendations for this action where appropriate

  • Liaising and proactively working with other internal teams on the resolution of issues. Mainly our Industry Operations, Billing, Complaints and Customer Care teams

  • Liaising with third party debt collection agencies and field agents to ensure a smooth and compliant approach to escalated action

  • Recognising any collection exception trends and escalating these to the Collections Team Leader where required

  • Developing knowledge of our systems and delivering positive process change by looking at ways to reduce aged debt

  • Taking responsibility for timely resolution of complaints that are raised to the collections team 

  • Work in line with all KPI’s that are set around call and collections performance

  • Any other activities which support the day to day operation of Bristol Energy

About you

You will have:

  • At least 1 years’ experience of working in a domestic collections or credit control function

  • A positive and proactive attitude, with a focus on excellent customer service

  • Ability to manage high volumes of outbound and inbound customer contact

  • Ability to identify vulnerable customers

  • Natural problem solver with strong analytical and numeric skills

  • Excellent organisational skills and able to manage time effectively

  • Ability to deal calmly and constructively with potentially challenging behaviour of customers and continue to resolve the contact

  • Excellent communications skills, both written and verbal

You will ideally have:

  • Knowledge or experience in the energy industry or a similar complex regulated environment

  • Experience in dealing with escalated collections

  • Experience of court and warrant action resulting in the fitting of pre-payment meters to manage debt recovery for unpaid utility bills

Application details

Please submit your CV with a short covering letter to joinourteam@bristol-energy.co.uk with the job title in the subject field.