Closing Date
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:
- Previous experience in collections. (Essential for the role)
- 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