Customer Account Manager
Salary: £26,000 per annum
Full-time | Hybrid (2-3 days office/ remainder remote after training
37.5 hours, Monday-Friday
A fine opportunity has arisen for a capable and courteous Customer Account Manager to join a respected organisation providing specialist services within the utilities sector. This hybrid position offers an excellent blend of office engagement and home-based working.
The Role
You will be entrusted with the daily management of customer accounts, primarily involving individuals in arrears. Your purpose shall be to understand each customer's circumstances, negotiate sustainable repayment solutions, and steer each account towards timely and appropriate resolution.
Your duties will include handling inbound and outbound calls, setting up payment arrangements, arranging direct debit plans or meter-related appointments, and updating information regarding disputes, occupancy, metering concerns, and vulnerabilities. Every interaction must be conducted with professionalism, empathy, and clarity.
Key Responsibilities
* Managing customer calls with composure, courtesy, and a focus on fair outcomes.
* Negotiating and securing affordable repayment solutions.
* Updating information accurately across all internal and external systems.
* Handling written correspondence in a polished and professional manner.
* Identifying vulnerabilities or safety concerns and recording these appropriately.
* Liaising with colleagues and field representatives to ensure each case progresses suitably.
* Registering dissatisfaction or complaints in accordance with procedure.
* Meeting quality and performance expectations whilst upholding exemplary conduct.
* Supporting continual improvement by offering constructive feedback.
Skills & Attributes
* Clear, confident, and respectful communication skills.
* Experience in customer service, negotiation, or debt-related work is advantageous.
* Strong telephone manner, including in challenging situations.
* Good organisational skills and the ability to manage a busy workload.
* Accuracy, attention to detail, and sound IT competence.
* A calm, empathetic, and professional approach at all times.
* Knowledge of the utilities sector is welcome though not essential.