Collection Advisors

£16,548 per annum Plus Bonus
22 Sep 2016
19 Oct 2016
6 MONTH FIXED TERM POSITIONS. BOTH FULL TIME & PART TIME HOURS AVAILABLE (TO INCLUDE EVENINGS & WEEKENDS) Starting salary: £16,548.06 plus Commission Scheme Exciting opportunity with Career progression on offer We have a number of opportunities for Collections Advisors who have the desire to succeed and who thrive in a target driven environment. You will play an integral role in our Collections Team and collect outstanding water charges through inbound and outbound call handling whilst keeping the customer at the heart of every interaction. You will proactively engage with customers who have arrears to support them in repaying overdue payments. You will manage the customer relationship to facilitate and negotiate an appropriate resolution, providing advice appropriate to their circumstances and agreeing a suitable plan that works for both the customer and the business. Key Responsibilities: Through inbound and outbound call handling, proactively engage with customers with arrears to secure immediate payment, or where circumstances dictate, negotiate repayment plans with those in financial difficulty. Carry out collections and debt recovery procedures in accordance with company policy and procedures, ensuring that collections performance measures are met. Be fully conversant in the end to end collections process to ensure clear advice and consequences of non-payment can be communicated to customers. Signpost customers to support and fee advice debt advice agencies where appropriate Identify and explain bill reduction options for customers with affordability issues/vulnerable customers Initiate legal or other action to recover monies due for both domestic and commercial customers. Ensuring that the customer is at the forefront through the delivery of service excellence – handling all telephone calls and written correspondence to required quality levels – exceeding customer expectations and meeting all contractual and regulatory Service Level Agreements Establish and maintain rapport with customers – listen to, analyse and translate client and customer feedback into service improvement initiatives. Work as an effective member of the team – ensuring a strong team and quality ethos – strive to ensure that the entire team achieves it’s service targets and objectives Take part in internal and external audits. Comply with Data Protection and Security at all times. Commitment to working towards personal targets and role specific working practices (detailed in individual PDR). Experience: · A proven Customer Services Advisor/Collector with experience in a high volume, customer contact environment with the ability to engage with customers and negotiate appropriate outcomes. · Knowledge of contact centre technology and processes – both telephony and correspondence · A working knowledge of Microsoft packages · An appreciation of service level agreements and OFWAT regulations. Working hours: 37.5 hrs per week – worked within 8am-8pm Mon-Thurs, 8am-5pm Fridays and occasional Saturdays within 9am-1pm. SHIFT PATTERNS WILL BE CONFIRMED. This job was originally posted as

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