Collections Specialist

Salary: £22,000 - £25,000

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 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 not made payment towards their energy bills.

As a Collections Specialist, your focus will be on complex debt management whilst delivering excellent customer service and taking ownership of escalated debt care. 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 customers in a variety of situations and with many different needs. This calls for resilience, determination and a positive can-do attitude.

Your duties will include:

  • Managing and resolving external and internal customer queries in given timescales

  • Conducting accurate assessments of customer’s financial circumstances

  • Setting up affordable repayment options

  • Proactive and responsive telephone, email and letter contact with customers

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

  • Maintaining customer data held within the main Customer system

  • Ensuring all appropriate methods of collection have been exhausted and that the escalation of the account is a last resort

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

  • Managing Escalated Debt cases through Warrant, Litigation and Trace processes

  • Monitoring pre-payment meters with debt to ensure customer do not self-disconnect and the debt reduces

  • 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 escalate these to the Collections Team Leader where required

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

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

  • Working 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:

  • Minimum 2 years’ experience of working in a domestic collections or a credit control function

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

  • An ability to identify vulnerable customers

  • Experience of escalating debt accounts to litigation stage

  • Experience of working to and meeting team and individual targets

  • Natural problem solver with strong analytical and numeric skills

  • Excellent organisational skills and able to manage time effectively in a high-volume call and email handling

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

You will ideally have:

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

  • Experience of liaising with 3rd party debt collection agencies to maximise collections

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

  • Experience of using Credit Reference Agency data to maximise collections

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.