Closing Date
2026-05-07
Job Title: Collections Advisor
Location: Durrington (Hybrid working)
Contract Type: Permanent
Hours: Full time (37 hours per week)
Salary: Up to £30,000 per annum
About the role
At Southern Water, our Collections team plays a critical role in supporting customers while safeguarding the financial sustainability of our services. As a Collections Advisor, you’ll manage a diverse and high‑value debt portfolio across both business and household customers, balancing compassion with commercial awareness.
This is a fast‑paced, varied role combining phone‑based collections, written correspondence and account management. You’ll take ownership of your accounts from first contact through to resolution, helping customers understand their bills, addressing issues and agreeing realistic repayment arrangements.
What you will be responsible for:
1. Engaging with customers to understand the reasons behind non‑payment and tailoring solutions to suit individual circumstances
2. Taking ownership of accounts, resolving billing or account queries and negotiating sustainable repayment plans
3. Managing a high‑value and varied debt portfolio, including complex and long‑standing cases
4. Handling inbound and outbound customer contact across multiple channels, including calls, emails and written correspondence
5. Producing accurate bills and ensuring all account details and interactions are recorded correctly and consistently
6. Working closely with internal teams, third‑party partners and escalating complex cases where appropriate
7. Identifying and supporting vulnerable customers, including signposting to relevant internal and external support services
What you’ll bring to the role
Essential
8. Proven experience handling difficult or sensitive conversations with customers, ideally in a collections, credit control, sales or call‑centre environment
9. Confidence using the telephone as your primary communication tool, alongside written customer communication
10. Strong problem‑solving skills with the resilience to manage challenging situations professionally
11. Excellent attention to detail, with the ability to maintain accurate records and account information
12. Good numeracy skills and confidence using Microsoft Office applications
Desirable
13. Previous experience in debt recovery, payment management, litigation support or credit control
14. Experience managing customer accounts in a fast‑paced or target‑driven environment
About Southern Water
Southern Water is at the forefront of transforming Britain’s water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for 2025–2030, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed.
You’ll be joining at a time of significant change, working alongside experienced leaders and colleagues who are passionate about making a difference for our customers and communities.
At Southern Water, we believe diverse perspectives drive innovation. If you’re excited by this role but don’t meet every requirement, we still encourage you to apply — your transferable skills and experiences could be exactly what we’re looking for.
Our Commitment to Diversity
We welcome applicants from all backgrounds, identities and experiences. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion or any other protected characteristic. If you need reasonable adjustments during the recruitment process, please let us know.
Additional information
In line with Southern Water’s security requirements, successful candidates will be required to provide evidence of their identity, eligibility to work in the UK, a criminal record (DBS) check and verification of their employment and/or education history for the past three years.
Appointment to this role is subject to the successful completion of all pre‑employment checks, including security vetting. Southern Water reserves the right to withdraw an offer if these checks are not successfully completed.
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