Pennon Water Services, t/a Source for Business is a national business water retailer delivering simple, accurate and timely billing to c. 100,000 customers through great customer service. We are committed to helping our customers lower water use and reducing costs. As employees we thrive in a supportive working environment, developing and continuously learning to ensure we are all working at our best and we’re looking for enthusiastic people to join our growing team and be part of our continued success. Would you like to work within a high-performing team where your skills and experience can make a difference? If you have exceptional attention to detail and the drive to join a company that champions progression, then look no further!We currently have an opportunity for a Collections Administrator to join our team-based Exeter. Joining us on a 12 month fixed term contract basis, you will receive a competitive salary of £26,299 per annum plus excellent benefits. About the roleAs the Collections Administrator, you will work in the Collections team and contribute to the financial viability of Pennon Water Services (PWS) through collecting payments and applying the appropriate intervention for each commercial customer to maximise the level payments collected. You will provide excellent customer service and liaise with nationwide customers.
What you’ll be doing:
1. Negotiate the payment of overdue bills or outstanding payments via inbound and outbound telephone calls and in writing.
2. Effectively communicate with customers to establish the reasons for arrears and identify suitable and realistic solutions based on individual customer circumstances and in accordance with company policy.
3. Customer account reconciliations and analysis and provide customers with in-depth details of outstanding bills and allocations.
4. Establish and maintain effective working relationships with co-workers, peers, internal and external customers ensuring exceptional customer service standards and credit control procedures are achieved.
5. Provide administrative support in relation to billing of accounts, reconciliations, and payment processing.
6. Advise customers of commercial disconnection procedure in line with company policy.
7. Manage own case load to ensure contact is made in a timely manner in line with SLA. Work and contribute to individual and team targets.
8. Escalate collection issues to prioritise problem/complaint to help enable prompt payments. Use judgement to assess customer accounts and discuss with Team Leaders where cases are to pass for legal action if applicable.
What we are looking for:
9. A minimum of five GCSE’s grade A-C or equivalent
10. Previous experience of working in credit and debt management
11. Previous experience of working with collecting insolvency debt is desired, but not essential
12. Evidence of excellent communication skills, both written and verbal along with listening and questioning skills
13. Demonstrate excellent levels of customer service and interpersonal skills, with the ability to manage difficult customer situations
What's in it for you:
14. We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition.
In return, we offer an excellent range of benefits including:
15. Generous holiday allowance plus bank holidays
16. A discretionary Bonus
17. Competitive Contributory Pension
18. Share-save Scheme
19. Various health benefits
20. Wellbeing support programmes
21. A range of Group Discounts
22. Cycle to Work Scheme
23. Financial support services
24. And plenty more!
Closing Date: 2nd January 2026Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.Our core values which are essential to our success are:Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.Be the Future - Embrace change. Drive Progress. Own the challenge.