About the role:
The Collections Agent plays a critical role in managing and resolving customer accounts across both BENI and FLNI regions. This position is responsible for handling inbound customer interactions, managing payment and collection workflows, and ensuring timely and accurate resolution of outstanding balances. The role requires a high level of attention to detail, excellent communication skills, and the ability to adapt to evolving business needs and system updates.
Key Responsibilities
* Respond to incoming calls on the Dedicated Inbound Collect Line (BENI), delivering empathetic, professional support to customers regarding account queries, payment difficulties, and available solutions.
* Proactively manage and complete tasks within the Collect & Payment work tiles for both BENI and FLNI accounts.
* Monitor and resolve cases related to:
* Debt and Payments: Partially paid debts, accounts with closing dates, overdue payment plans, and open customer transactions.
* Disconnection Processes: Accounts scheduled for disconnection, failed disconnection attempts, disconnection reviews (including commercial and special services customers), and payment services linked to disconnection.
* Prepayment Meter (PPM) Accounts: Forced keypad reviews, settled PPM files, PPM accounts with open payments, and reviews 30 days post key installation.
* Disputes and Approvals: Write-offs with open payments, external cases (pending approval, export updates), disputes and follow-ups, and manually requested calls.
* Collections Activity: Dunning calls for commercial and residential customers, collections calls, and warrants/conexus admin tasks.
* Account Maintenance: Bank statement reviews, method/terms of payment updates, and budget payment plan reviews (e.g., when balance exceeds four times the agreed plan).
* Keep up to date with system releases, process changes, and new workflows to ensure ongoing accuracy and compliance in all activities.
* Demonstrate flexibility in supporting changing business priorities, including urgent or ad hoc tasks outside of the standard remit when required.
* Perform other duties as assigned by management in line with the needs of the business.
Candidate Profile:
The ideal candidate for the Collections Agent role is a confident communicator with excellent interpersonal skills and the ability to handle sensitive customer interactions with empathy and professionalism. They demonstrate a high level of attention to detail and accuracy when managing account data and follow internal processes consistently and efficiently.
This person is comfortable navigating systems and workflows and can quickly adapt to evolving priorities, technologies, or customer needs. They are solution-focused, resilient under pressure, and thrive in a collaborative, team-oriented environment. A proactive attitude and a commitment to delivering a positive customer experience - even in challenging conversations - are essential for success in this role.
About Flogas/ Budget Energy:
Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.
Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, (formally known as Naturgy) we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. Flogas actively supports micro-generation, which involves generating electricity from renewable sources such as solar photovoltaic (PV), micro-wind, micro-hydro, and micro-renewable combined heat and power We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.
As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.
Why work with us?
Budget Energy, part of Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.
Benefits:
* Competitive Salary
* Defined Pension Contribution
* Healthcare Allowance
* Staff discounts
* Health and Wellbeing Supports
* Learning and Development Opportunities
* Career Advancement is important to us in Budget Energy. All our roles are advertised internally, and we encourage internal progression right across the business.
Budget Energy is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.