Collections Advisor
Oxfordshire

About the Role

Our client is a leading supplier growing at a fast pace within the SME energy market. Renowned for excellence in delivering value and a high-quality service, they pride themselves on going above and beyond for their customers. 

They have an exciting opportunity for an experienced Collections Advisor to join there growing team on a permanent basis based in the Oxfordshire area.

Job Purpose:

Supports a customer centric culture by having effective conversations to create an affordable and sustainable payment solution that is best for both the customer and the company. Works in a fast-paced call centre environment to address and resolve customer issues via all channels in collaboration with the team.  Delivers against KPIs by taking ownership and supporting continuous improvement.

Key tasks:

• Proactively identifies the reasons for arrears and takes ownership of resolving customer queries promptly, through various channels, to enhance the customer service experience
• Treats customers as individuals by listening and having quality conversations to establish the situation. Works with the customer to create a manageable and mutual solution to suit the customer and business.
• Demonstrates emotional intelligence through self-control and resilience. Able to handle difficult calls, through influencing, assertive negotiation and conflict resolution skills
• Conduct desktop research that identifies more accurate customer contact details, investigate customer liability and usage queries
• Accurately records and logs interaction with customers and updates account information
• Works with management to maintain best practices for effective communication with customers
• Maintains knowledge of updated company processes and policies
• Meets regularly with line manager to give feedback to help improve customer service, response time and the staff experience
• Willing to learn to apply company policy and process to customer solutions
• Supports the company ‘one team’ culture

• Take the time to understand the customer’s individual situation, showing empathy, respect, and providing fair outcomes and positive experiences throughout, helping each customer on their road to financial recovery

• Assist the customer using all resources and tools available aiming for first contact resolution and customer satisfaction
• Support the business through operational effectiveness, digital first
• Committed to learning & development