Closing Date 2026-02-16 Collections Advisor - 2 positions Location: Hybrid – 2 days in Durrington office, 3 days WFH Contract Type: Perm Hours: 37 Salary: £26,800 – £30,000 per annum There has never been a better time to join our organisation as we build towards a greener future, tackling climate change, minimising our environmental impact and reducing our carbon footprint! Job Overview Are you ready to make a real impact - helping customers overcome financial challenges while driving positive outcomes for the business? Southern Water is looking for a passionate and skilled Collections Advisor to join our in-house team. If you thrive on energy, problem-solving, and a decision-making team, this is your chance to turn difficult moments into transformative ones. As a Collections Advisor, you’ll be at the heart of our debt resolution efforts. You’ll: - Support Customers in Debt: Understand individual circumstances and offer tailored solutions to help clear outstanding balances. - Resolve Issues & Drive Payments: Take ownership of accounts, address concerns, and negotiate effectively to resolve complex accounts - Ensure Accuracy: Keep account records up-to-date and precise with every interaction. - Champion Communication: Handle inbound/outbound calls, emails, and letters with professionalism. - Collaborate & Escalate: Work with third parties and escalate complex cases to ensure fair outcomes. - Support Vulnerable Customers: Signpost to internal and external support services when needed. About You We’re looking for individuals who are: - Excellent Communicators: Skilled in listening, connecting, and negotiating with customers. - Resilient Problem-Solvers: Confident in handling tough conversations and finding practical solutions. - Detail-Oriented: Accurate and thorough in updating customer records. - Team Players: Reliable, collaborative, and able to juggle multiple priorities. Your Experience To thrive in this role, you’ll need: - Proven experience in handling difficult customer conversations and resolving issues. - Background in debt recovery/collections - Proficiency in multi-channel communication (calls, emails, letters). We operate a phone first policy. - Strong numeracy and Microsoft Office skills. - Excellent ability to learn new systems - To be self-motivated and have a passion for delivering results - To have a competitive nature Why Join Southern Water? At Southern Water, we’re more than just a utility provider - we’re a team committed to supporting our customers and each other. As a Collections Advisor, you’ll be empowered to make a difference, supported by a dynamic workplace culture that values compassion, integrity, and growth. Package This role will be full time Monday to Friday with a hybrid approach at our Durrington office 2 days a week, 3 days WFH. We are offering a salary of up to £30K per annum depending on skills and experience as well as other benefits including: • Generous pension up to 11% company contribution • 25 days annual leave • Life assurance equal to 4x salary • Salary sacrifice electric car scheme (after 6 months service) • Health Cash Plan • Full funded eye tests • Two paid volunteering days a year • Occupational health service • Discounts with over 800 popular retailers • Digital GP service • Study support may be available for job-related qualifications • Competitive maternity leave and flexible return to work options • Cycle to work scheme