About this role
Our Customer Collections Representatives are an integral part of the Operations department, and we are looking for individuals who enjoy working in a fast-paced and challenging environment and have a real interest in learning new things.
Our Representatives are responsible for ensuring overdue debt is kept to a minimum and that customer payments are made in a timely manner. The successful candidate will support vulnerable and non-vulnerable customers by identifying appropriate arrears solutions and build effective relationships with customers, clients and colleagues whilst demonstrating best business practices.
Roles/Responsibilities
- Manage allocated list of DR sites to keep debt levels as low as possible by contacting residents by phone/email/letter.
- Where appropriate, ensure supplies are disconnected pending payment.
- Negotiate cancellation or disconnection / reconnection of services to properties within agreed guidelines, and where appropriate liaise with Field Services to arrange reconnection.
- Issue Aged Debt Reports to an allocated list of clients on a monthly basis.
- Assist with collating information about debt to clients and providing effective updates.
- Provide full support to the Billing /Customer Services Team when needed.
- Ensure that all written communication (whether email or letter) adheres to company standards and complies with Client requirements.
- Handle all telephone calls in a manner that adheres to company standards and is compliant with client requirements.
- Become fully aware of the processes, procedures, systems and legislative requirements within our industry.
Key Skills and Behaviours Required
We require the applicant to have:
- Excellent communication and writing skills.
- Ability to listen and display empathy.
- Ability to manage conflict and conflict resolution
- ideally have experience in credit control and/or debt recovery.
- Negotiation skills
- Pro-Active attitude - use their initiative to help deliver resolutions.
- Motivated by hitting and exceeding targets.
- A willingness to learn is essential along with a genuine focus for doing what's right for customers.
- Ability to respond appropriately under pressure.
- Proficient in Microsoft office suite
- Proficient in navigating social media platforms.
- Real Team Player – we adopt a collaborative approach, and you must enjoy working as a part of a team.
- Genuine passion to help people and problem solve.
Our Company Values
At Switch2, our values guide how we work, collaborate, and deliver for our customers and each other.
Commitment – Passion with purpose
Innovation – Delivering today, shaping tomorrow.
Teamwork – Empowering individually to achieve collectively
Together – Strong relationships, stronger outcomes
Resilience – Facing challenges, embracing change
Switch2 Energy is an equal opportunities employer.