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The main purpose of the role is to manage our domestic customers through the debt recovery journey. This includes dealing with outcomes following a debt collection visit by our third-party partners. There could be other elements of the process that you would work on, such as updating our customer data, fixing any issues preventing debt collection, answering queries from our third parties, and supporting our customers who are behind with their energy bills.
Alongside this, you will also undertake other tasks that may include handling bereavement cases, bankruptcies, and any other related customer enquiries. We are not a contact centre, but you will be expected to be ready for, and answer, a small volume of inbound calls each week and be proactive in making outbound calls to customers and third parties where appropriate to do so.
The work we do will have a significant impact on both the business and customers, so getting it right first time is crucial.
What You Will Do…
* Escalate accounts to our third-party debt collection agencies and manage any queries received as a result of this.
* Investigate and resolve complex customer or account queries, providing resolutions within the agreed timeframes.
* Work with other departments to resolve accounts so they can go through the debt recovery process.
* Liaising with letting agents, landlords, housing associations and other third parties to establish who is responsible for the energy usage at a property.
* Handling other energy account administration, such processing individual insolvencies, and managing accounts where the customer has passed away.
* Be ready to answer and handle low volumes of inbound telephone calls.
* Make outbound calls as required to chase up outstanding information we need to help progress accounts and answer customer or third-party queries.
* Any other ad-hoc duties as requested by the Team Leaders or Manager.
In addition to the core responsibilities, you may undertake other project-based work as the need arises within Ecotricity – all aimed at delivering a high and consistent quality of service to our customers.
About You
Working within the Debt Recovery Team, you will be multi-skilled and flexible, and be reactive within a fast-paced office environment with fluctuating workloads. You will be positive and keen to learn with a can-do attitude.
You should be passionate about helping our customers and can think outside the box. You have experience in customer service and have excellent verbal and written communication skills, investigative skills, and a great eye for detail.
Knowledge, Skills, Experience & Attributes
* Experience in providing an excellent level of customer service.
* Excellent attention to detail.
* Good computer literacy, including Microsoft Word and Excel.
* Experience in using multiple “sector specific” software packages would be useful, but not essential.
* Excellent listening skills, as well as verbal and written communication skills.
* Exceptional time management.
* Ability to organise workload and multiple priorities.
* Work in a logical and date-driven way, subject to requirements and team objectives.
* Effective objection handling.
* Numeracy and problem-solving skills.
* Team Player, with experience working independently where required but also positively contribute to team performance, meetings and projects.
* Ability to build rapport with colleagues, customers and third parties.
* Committed to continual improvement.
About Us
What's in it for you...
* Healthcare plan, life assurance and generous pension contribution
* Volunteering Day
* Hybrid Working
* Various company discounts (including shops, gyms, days out and events)
* Holiday of 25 days (plus bank holidays) & ability to buy/sell days
* Cycle to work scheme, car pooling and onsite parking available
As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.
Flexibility statement
The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.
Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.
Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.
We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.
We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
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* Job function
Administrative
* Industries
Utilities
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