Overview
Pennon Water Services, t/a Source for Business, is a national business water retailer delivering simple, accurate and timely billing to c. 100,000 customers through great customer service. We are committed to helping our customers lower water use and reduce costs. We are seeking enthusiastic people to join our growing team.
We currently have an opportunity for a Collections Administrator to join our Aged Debt Team based in Bournemouth. This is a full-time permanent role with a competitive salary of up to £26,299 per annum plus excellent benefits.
About the role
The Collections Administrator’s role is to contribute to the financial viability of PWS through collecting payments and applying the appropriate intervention for each commercial customer to maximise the level of payments collected. The role scope is Bournemouth-based, working with nationwide customers and operates during office hours.
What you’ll be doing
* Negotiate the payment of overdue bills or outstanding payments via inbound and outbound telephone calls and in writing
* Effectively communicate with customers to establish the reasons for arrears and identify suitable and realistic solutions based on individual customer circumstances and in accordance with company policy
* Customer account reconciliations and analysis and provide customers with in-depth details of outstanding bills and allocations
* Establish and maintain effective working relationships with co-workers, peers, internal and external customers ensuring exceptional customer service standards and credit control procedures are achieved
* Provide administrative support in relation to billing of accounts, reconciliations, and payment processing
* Advise customers of commercial disconnection procedure in line with company policy
* Manage own case load to ensure contact is made in a timely manner in line with SLA. Work and contribute to individual and team targets
* Recognise opportunities for improving debt intervention practices to maximise return of collection and implement appropriate actions when appropriate
* Proactively monitor and manage repayment arrangements made with customers. Maintain accurate records of contact with customers
* Escalate collection issues to prioritise problem/complaint to help enable prompt payments. Use judgement to assess customer accounts and discuss with Team Leaders where cases are to pass for legal action if applicable
* Actively promote, where possible, all PWS products and services and identify Commercial UREP/VAS opportunities
* Advise customers by email and telephone of payment allocation and request details and remittances
What we are looking for
* Educated to GCSE, grade A-C or equivalent
* Previous experience of working in credit and debt management
* Experience of negotiating debt and credit control within a similar role
* Demonstrate understanding of litigation process
* Previous experience of working in a commercial environment
* Demonstrate you have a sound understanding of business goals and objectives
* Evidence of excellent communication skills, both written and verbal along with listening and questioning skills
* Demonstrate excellent levels of customer service and interpersonal skills, with the ability to manage difficult customer situations
* Evidence you have excellent organisational and time management skills
* Ability to constructively challenge accepted thinking and methods by generating and embracing innovative ideas
* Accurate data entry skills
What’s in it for you
Pennon Water Services is part of the Pennon Group. We offer ongoing development and training for a long-term career with us. In return, we offer an excellent range of benefits including:
* Generous holiday allowance plus bank holidays
* A discretionary Bonus
* Competitive Contributory Pension
* Share-save Scheme
* Various health benefits
* Wellbeing support programmes
* A range of Group Discounts
* Cycle to Work Scheme
* Financial support services
* And plenty more!
Closing Date: 19th September 2025
Please note that the successful candidate will be subject to a mandatory DBS check and Credit check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Accounting/Auditing and Finance
* Industries
* Utilities
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