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. Do you want to work for a company that values its people, where you will be able to make an impact? Are you an excellent communicator with a strong work ethic and a methodical approach? Have you exceptional customer service skills and Insolvency Knowledge?We currently have a fantastic opportunity available for a proactive and detailed-oriented Collections Administrator to join our close-knit team based in Exeter. This is a full-time permanent position, offering a competitive starting salary of £26,299 per annum, plus a range of excellent company benefits + rewards. In the development of this role, you will be supported with a levels 1 to 3 Collection Teams Progression Scheme.About the roleAs a Collections Administrator, you will play a vital role in managing early-stage debts and ensuring timely payments from our commercial customers. You’ll be the first point of contact for overdue bills, reaching out to understand payment delays and negotiating solutions, including payment plans where necessary.You’ll handle a mixture of written and verbal communication, drafting bespoke emails and letters for complex cases, and documenting customer case notes accurately. Inbound queries will also form part of your role, requiring problem-solving and excellent customer service skills. You’ll collaborate with other departments and meet performance targets, including call and collection KPIs.This role involves managing difficult conversations with customers facing financial challenges, so strong emotional intelligence and conflict management are key. You’ll also ensure data accuracy, using multiple software systems while adhering to GDPR regulations.
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. 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.
4. Advise customers of commercial disconnection procedure in line with company policy.
5. Provide administrative support to the litigation team, reconciliation and assigning workloads within the team for reporting.
6. 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.
7. Proactively monitor and manage repayment arrangements made with customers. Maintain accurate records of contact with customers.
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. Essential
10. Educated to GCSE, grade A-C or equivalent.
11. Excellent communication skills, both written and verbal.
12. Proficient in active listening and strategic questioning abilities.
13. Excellent customer service and interpersonal skills
14. Ability to manage difficult customer situations.
15. Strong organisational and time management skills
16. Attention to detail and data accuracy.
17. Emotional intelligence and professionalism in sensitive situations.
18. Desirable
19. Previous experience in debt collection or a credit control role.
20. Familiarity with Customer Relationship Management (CRM) Systems.
21. Experience of working in the utilities or water industry.
What's in it for you:
22. Pennon Water Services is part of the Pennon Group and at Pennon, who are one of the largest companies in the South West and we are proud to have been awarded Investors in People recognition.
23. 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. In return, we offer an excellent range of benefits including:
24. Generous holiday allowance plus bank holidays
25. A discretionary Bonus
26. Competitive Contributory Pension
27. Share-save Scheme
28. Various health benefits
29. Wellbeing support programmes
30. A range of Group Discounts
31. Cycle to Work Scheme
32. Financial support services
33. And plenty more!
Closing Date: 19th September 2025Please note that the successful candidate will be subject to a mandatory DBS check and Credit 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.