Job Description
Account Resolutions Specialist
Location Newforge Lane, Belfast
Contract Permanent - Full Time
Work pattern Hybrid Working - a mix of working from the office and home.
Working Hours 37 hours - Monday to Friday
Salary Starting salary £25,000 with opportunities to progress to £28,500, plus up
to a 10% annual bonus. Additional opportunities to progress to £31,000,
following development to a Senior Credit Controller.
About the Role
We are working on behalf of Power NI, part of Energia Group, Northern Ireland s most trusted energy supplier, and have exciting opportunities for skilled specialists to join their award-winning team. As an Account Resolutions Specialist, you will support domestic customers who are experiencing difficulties paying their energy bills.
In this customer-focused role, you will work closely with customers to understand their circumstances, negotiate realistic repayment plans, and provide helpful energy advice. You will deliver empathetic, solution-focused support while ensuring all interactions meet regulatory and company standards.
This is a fast-paced and rewarding role where your ability to listen, negotiate, and problem-solve will make a real difference to customers.
What You ll Be Doing
In this role, you will:
- Speak with customers through inbound and outbound calls (9am 5pm)
- Negotiate repayment plans based on customers individual circumstances and ability to pay
- Provide energy advice and support to help customers manage their bills
- Handle sensitive and difficult conversations with empathy and professionalism
- Support vulnerable customers in line with regulatory and company guidelines
- Work closely with internal teams and third-party agencies to resolve queries and update accounts
- Maintain accurate records and ensure compliance with debt management regulations
- Achieve personal and team performance targets
What We re Looking For
We re looking for individuals who thrive in fast-paced environments and are passionate about helping customers find solutions.
Essential Skills & Experience
- Experience managing challenging conversations in a target-driven environment
- Strong resilience, empathy, and adaptability
- Excellent communication and listening skills (verbal and written)
- Strong negotiation and problem-solving abilities
- Good numerical skills and confidence working with payment arrangements
- Competent IT skills, including experience using Microsoft Office
Desirable Experience
- Experience supporting vulnerable customers
- Experience working with KPIs or performance targets
- Previous experience in credit control, collections, or account resolution
- GCSEs (or equivalent) including English and Maths (A C)
Why Join Us?
- Be part of a high-performing, supportive team
- Make a real impact by helping customers find solutions during difficult times
- Develop valuable skills in negotiation, customer care, and financial support
