Customer Collections Representative

Our Customer Collections Representatives are an integral part of the Operations department, and we are looking for individuals who enjoy working in a fast-paced and challenging environment and have a real interest in learning new things.  

 

Our Representatives are responsible for ensuring overdue debt is kept to a minimum and that customer payments are made in a timely manner. The successful candidate will support vulnerable and non-vulnerable customers by identifying appropriate arrears solutions and build effective relationships with customers, clients and colleagues whilst demonstrating best business practices.  

 

Roles/Responsibilities

• Manage allocated list of DR sites to keep debt levels as low as possible by contacting residents by phone/email/letter.
• Where appropriate, ensure supplies are disconnected pending payment.
• Negotiate cancellation or disconnection / reconnection of services to properties within agreed guidelines, and where appropriate liaise with Field Services to arrange reconnection.
• Issue Aged Debt Reports to an allocated list of clients on a monthly basis.
• Assist with collating information about debt to clients and providing effective updates.
• Provide full support to the Billing /Customer Services Team when needed.
• Ensure that all written communication (whether email or letter) adheres to company standards and complies with Client requirements.
• Handle all telephone calls in a manner that adheres to company standards and is compliant with client requirements.
• Become fully aware of the processes, procedures, systems and legislative requirements within our industry.

 

Key Skills and Behaviours Required

We require the applicant to have:

• Excellent communication and writing skills.

• Ability to listen and display empathy.

• Ability to manage conflict and conflict resolution

• ideally have experience in credit control and/or debt recovery.

• Negotiation skills

• Pro-Active attitude - use their initiative to help deliver resolutions.

• Motivated by hitting and exceeding targets.

• A willingness to learn is essential along with a genuine focus for doing what's right for customers.

• Ability to respond appropriately under pressure.

• Proficient in Microsoft office suite

• Proficient in navigating social media platforms.

• Real Team Player – we adopt a collaborative approach, and you must enjoy working as a part of a team.

• Genuine passion to help people and problem solve.

Our Company Values

At Switch2, our values guide how we work, collaborate, and deliver for our customers and each other.

Commitment – Passion with purpose

Innovation – Delivering today, shaping tomorrow.

Teamwork – Empowering individually to achieve collectively

Together – Strong relationships, stronger outcomes

Resilience – Facing challenges, embracing change

Switch2 Energy is an equal opportunities employer.