The Role
You’ll play a key role in our Billing and Collections Team who are responsible for handling enquiries from customers who may be in debt, and attempt to make proactive contact to those who do not have an agreed repayment plan.
This is an exciting opportunity for an experienced customer service professional to be part of a new and growing team; there’s plenty to get involved in as we build our collections function. You’ll be empowered with real autonomy to do the right thing for our customers and the business.
Our Collections Agents are rewarded with a top of market rate package of £27,430 salary plus the opportunity to earn up to £3,000/year bonus based on individual performance. Working 37.5 hours per week, you will be allocated a shift pattern with hours ranging between 8am and 6pm Monday - Friday.
What you will do...
- Assist in managing queries and contacts from customers who may be in arrears.
- Support with customer billing queries
- Take ownership of all issues and challenges through to resolution.
- Deliver an outstanding customer service experience, to every customer, every time.
- Help resolve accounts that have fallen behind with their payments and agree. repayment plans for customers who are unable to repay the amount owed in full
- Assist in managing contact with customers who have received chargebacks and processing these through to resolution.
- Utilise several in-house and external systems.
- Continue to improve on what we do, providing constructive feedback and contributing to process improvements.
What you will bring...
- A genuine customer first attitude, our customers are at the heart of what we do.
- Previous experience working in a collections focused role is desirable but not essential.
- Proactive and positive attitude with the ability to problem solve, getting to the root cause.
- Outstanding communication skills, with the ability to build instant and genuine customer rapport.
- A great team player who is committed to the overall success of the team and the business as a whole; you’ll be passionate about growing and developing with the business.
- Confidence to suggest improvements when you see them, to constantly better what we do and how we do it.
- Ability to multi-task using several IT systems simultaneously.
