As a Credit Specialist, you'll play a critical role in supporting our residential customers who are struggling to pay and in delivering our overall debt reduction. You'll be responsible for making contact with customers and debt agents via inbound calls, outbound calls, and emails. Here's a taste of what you'll be doing:
1. Debt Resolution: You'll treat every customer as an individual, tailoring affordable and sustainable repayment plans to suit their personal needs by understanding their current and future circumstances, and seeking additional support for our most vulnerable customers.
2. Expert Communication: You'll confidently hold sensitive conversations with our customers about their personal finances in a manner that encourages openness without judgment, building long-term trusting relationships.
3. Customer Data Analysis: Deep dive into customer data to uncover hidden patterns, predict future behaviors, and optimize business strategies.
4. Take full ownership and responsibility for delivering an excellent end-to-end customer experience.
5. Not afraid to have difficult conversations and overcome objections that will help us achieve the right outcome.
6. Empathetic, able to put yourself in our customer's shoes.
7. Excellent listening skills.
8. Able to understand different perspectives when making decisions.
9. Good English skills, both written and verbal.
10. A committed team player who thrives in a fast-paced environment.
11. Drive to identify and implement change.
12. A drive to achieve targets and exceed expectations.
13. Driven by data, using insights to make the right decisions to better serve our customers.
14. Make wise decisions about how we spend our money so we can fulfill our commitments to our customers and our business.
It would be great if you had:
* Previous customer service experience (don't worry if you're new to energy, we'll provide full training).
* Experience in financial collections.
Why Join E.ON Next?
1. The starting salary for this role is £24,983. We're passionate about providing fulfilling roles and empowering growth and career progression. We have created specialist pathways to help you progress your career. Begin at the Foundation level and, through technical training, advance to Pro (£26,856) with further opportunities to reach Expert level, offering an earning potential of £30,573.
2. Our flexible and hybrid ways of working bring together the best of remote and hub-based working. We work Monday - Friday, 9 am - 5 pm, and you'll spend 2-3 days a week with your team in our hubs, which are social spaces with fully equipped kitchens providing free snacks, drinks, and fresh fruit. We also provide free parking when attending the hub.
3. We've won awards for our flexible and family-friendly working arrangements. Wherever you are in your journey, we have supportive inclusion networks, a market-leading benefits package, and family-friendly policies including paid fertility leave, neonatal leave, and equal parent leave.
4. Enjoy 26 days of annual leave plus bank holidays. You can buy an additional 2 weeks' holiday, and our generous pension contribution helps secure your future. Plus, we guarantee time off work to celebrate your birthday.
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