Debt Recovery Agent
Salary: Upto £28,800 DOE + 10% bonus
Location: Sale, Manchester (Hybrid – 3 days WFH, 2 days office)
Start Date: ASAP
Hours: 37.5 per week, Monday–Friday – No weekends
About the Role
A leading UK utilities provider is looking for a Debt Recovery Agent. This is a key position for someone passionate about debt recovery, customer resolution, and ensuring compliance in complex utility environments.
You will take responsibility for managing cases where customer issues impact debt collection on water accounts. When resolution isn’t achievable, you’ll oversee both temporary isolation and permanent disconnection of supply—ensuring all actions meet strict legal and regulatory standards.
What You’ll Be Doing
* Coordinating pre-disconnection site visits with third‑party agencies
* Reviewing site visit outcomes and ensuring accurate reporting
* Supporting field agents during customer visits
* Managing disconnections with a customer‑first, compliance‑focused approach
* Protecting vulnerable customers and shared residential supplies
* Issuing pre‑ and post‑disconnection notices to customers and wholesalers
* Providing timely instructions on the day of disconnection
* Managing reconnection processes following payment
* Handling disputes, particularly involving vulnerable or financially distressed customers
* Ensuring activities comply with GDPR, regulatory frameworks, and internal standards
Experience & Skills You’ll Bring
* Proven background in debt recovery or collections
* Experience within the utilities sector or Water Industry would be beneficial
* Strong dispute resolution skills
* Experience working with third‑party recovery partners
* Understanding of utility disconnection processes and legal obligations
* Knowledge of B2B regulatory requirements
* Proficiency with CRM and lead management systems
What You’ll Get in Return
* Pension contributions & life assurance
* Yearly Bonus up to 10%
* High street and online retail discounts
* 25 days annual leave, rising to 28 with service
* Birthday day off every year
* Option to buy up to 10 extra holidays / sell up to 5 days
* Cycle-to-work scheme & travel loans
* Comprehensive wellbeing support including 24/7 GP, mental health support, fitness and legal advice
* Hybrid working – 3 days from home
* Opportunities for charity and volunteering activities
* Free on-site gym and parking