SF Recruitment have partnered with a business in Stratford upon Avon who are looking to recruit an Account Manager on a permanent basis starting immediately. The role is perfect for somebody with excellent customer service skills and an empathetic nature.
Salary: £26,000
Working pattern: full time 37.5 hours per week and hybrid once trained
As a Customer Account Manager, you are responsible for the daily management of accounts referred to us from our Clients. Working with Customers who are primarily in arrears you will help by ensuring their Customer. This will also include options of a direct debit, the booking of a pre-payment meter or a arranging a meter 'change of mode' on certain account types. In performing this role there may also be a need to complete varied activity in relation to occupancy updates, metering issues, dispute registration and highlighting household vulnerability. The management of these accounts is performed by way of telephony or written communication, and will take place ahead of, or after, a Field Representative performs a site visit.
Responsibilities will include:
Receive inbound calls from Customer's to discuss and resolve their account.
Make outbound calls to Customers, based on arrears owed to Utility company, to resolve the account.
Collecting payments and/or setting up payment arrangements with a high standard of customer service at all times.
Negotiate payment and/or payment solutions for individual customers in line with customer needs and company processes.
Remaining empathic, calm and acting in a professional, respectful and ethical manner, and have the confidence to deal with a range of different customers and make appropriate recovery decisions based on the current circumstances of each case.
Obtaining relevant information to record should resolution not be possible.
As and when necessary 'signpost' Customers to the relevant debt advisory organisations in line with vulnerability requirements.
Updating account information, on both client and our own systems, ensuring the information is clear, accurate and professionally noted.
Dealing with, and suitably responding to, written communications from Customers.
Liaise with Clients as needed to resolve individual accounts correctly.
Ensuring any dissatisfaction or complaint from a Customer is registered, and the appropriate process followed so the matter can be correctly handled.
Highlight and fully record any vulnerability found when dealing with an account.
Highlight and fully record any safety issue or concern found when dealing with an account.
Pro-actively look to improve a process or a 'Customer journey' through feedback to your management team.
Offering assistance and support to Agents when completing their visits.
Updating payment reports received from our finance team to ensure the account information remains accurate at all times.
Aim to achieve all performance and quality targets.
Adhere to all industry, company and client guidelines when handling accounts.
Pro-actively look towards continual improvement or build a process when required.
Attend, and have input, into meetings as required.
To comply with the company's Quality Policy by following all QMS procedures and related work instructions.
To co-operate in the operation of the company's health, safety and environmental management systems.
Take reasonable steps to ensure the safety and security of data and be aware of information security responsibilities in order to preserve data securely.
To comply with all legal, regulatory and statutory requirements.
To ensure the fair treatment of customers is central to all behaviour and activity