Collections Specialist - Domestic Energy
Application Deadline: 21 June 2026
Department: Customer Operations
Employment Type: Permanent - Full Time
Location: Chippenham, Wiltshire
Reporting To: Mike Anstead
Compensation:£28,500 - £33,000 / year
Description
No day will be the same - here are some of the highlights
Providing exceptional support and advice to our customers is at the heart of our business. As a Collections Specialist - Domestic Energy, you will support customers who are in arrears by managing outstanding balances, working through disputes and where appropriate agreeing sustainable and appropriate repayment solutions, and protecting both customer relationships and business revenue.
You will ensure collections activity is completed in line with internal policy and regulatory expectations, taking early and proactive steps to manage arrears while adhering to the principles of Treating Customers Fairly.
This role requires a confident, balanced approach combining empathy, commercial awareness, and effective decision making to deliver fair outcomes for customers and the business.
Customer & Industry Context
You will work with microbusinesses, SMEs and commercial customers within the UK energy market. This includes supporting customers with varying contract types, billing structures and meter configurations, often during periods of cashflow pressure, dispute, or financial difficulty.
Responsibilities
* Manage inbound and outbound contact with customers regarding overdue accounts
* Review billing, balances and energy consumption across customer accounts
* Negotiate payment solutions and repayment plans to support timely resolution
* Identify and escalate disputes, vulnerabilities and solvency risks in line with policy
* Apply collections processes in line with regulatory and company requirements
* Maintain accurate account records and case notes
* Work collaboratively with internal teams to resolve customer queries effectively
* Contribute to continuous improvement and maintain high quality standards
* Develop industry knowledge to provide informed customer support
* Achieve individual and team KPIs within a target-driven environment while maintaining compliance and customer focus
What youll need to succeed
You are confident, collaborative and proactive, contributing ideas and sharing knowledge to support continuous improvement. You value personal development and work positively with colleagues through feedback, collaboration and coaching, with opportunities and support provided to help you grow.
Essentials:
* Confident communicator with the ability to handle difficult conversations professionally
* Able to balance empathy with a commercial and outcome-focused approach
* Strong problem-solving, analytical and negotiation skills
* Resilient, adaptable and comfortable working to targets and processes
* Previous experience in debt collection, arrears or a contact centre environment
* Collaborative, proactive and motivated team player with strong attention to detail
* Excellent written and verbal communication skills
* Experience in debt recovery, credit control, utilities or financial services
* Experience supporting commercial or business customers
* Knowledge of the energy or renewables sector
* Outbound collections experience and/or working with external debt recovery agencies
* Awareness of regulatory requirements, including fair customer treatment, financial vulnerability, data protection and collections processes
Hybrid working explained: When and where you’ll be in the office
Our office is based in Chippenham, Wiltshire. For this role, we’re looking for candidates who can come into our Chippenham office once a month.
We offer both formal and informal flexible working options. Full-time hours are 37.5 per week, Monday to Friday.
The office is fully accessible, allowing everyone to participate fully in their working lives regardless of any mobility challenges. We promote work-life balance and flexibility through hybrid working, which combines both remote and office work.
Benefits you can rely on
Great allowances for hybrid working:
* £500 work-from-home allowance – an annual allowance paid monthly alongside your salary to support working from home costs.
* £500 travel allowance – an annual allowance paid monthly alongside your salary to support travelling to work costs.
£500 annual development allowance: to spend on your chosen development area, whether that’s in your current role, or future roles.
5% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.
Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You’ll also have the option to buy additional leave, allowing for a better work-life balance.
Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.
For our full list of benefits please visit the benefits page.
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