Job Description
About The Role
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, which might involve escalating and co-ordinating the fitting of a Pay As You Go meter via the warrant process. 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, and supporting our customers who are behind with their energy bills.
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 as a result of this
Co-ordinate the end-to-end process of force fitting Pay As You Go meters for those customers who are not willing to co-operate
Investigate and resolve complex customer or account queries, providing resolutions within the agreed timeframes
Work with other departments to fix 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
Any other ad-hoc duties as requested by Manager or Head of Department
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.
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.
Knowledge, skills, experience & behaviours:
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 and verbal and written communication skills
Ability to organise workload and multiple priorities
Effective objection handling
Numeracy and problem-solving skills
Team Player
Ability to build rapport
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, 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 targets to make the Green Britain Group net carbon neutral by 2025
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 it's people in the best possible way at all times and helps the employees to make 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 and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2022, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass.
We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk + RSPB.
_Ecotricity is an equal opportunities employer and is committed to providing equality for all._
Job Types: Full-time, Permanent
Salary: £20,000.00 per year
Benefits:
Additional leave
Casual dress
Company events
Company pension
Cycle to work scheme
Employee discount
Free parking
Life insurance
On-site parking
Store discount
Schedule:
Day shift
Monday to Friday
No weekends
Ability to commute/relocate:
Stroud: reliably commute or plan to relocate before starting work (required)
Work Location: One location
Reference ID: 1532