B2B Debt SME Assistant

Ecotricity; Stroud; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Healthcare plan

Hybrid Working

Pension contribution

25 days holiday + BHs

Cycle to work scheme

Discounts (shops, gyms, events)

Job summary

Ecotricity is seeking a Commercial Debt SME Assistant to manage a portfolio of SME customers and maximize cash collections while ensuring excellent customer service and regulatory compliance. The role reports to the Commercial Debt SME Team Leader in a fast-paced environment.

Based near Stroud, you will work a hybrid schedule with three days in the office, coordinating with B2B colleagues and supporting the group’s sustainability objectives.

Qualifications

• Experience in a Collections environment, preferably energy sector.
• Numerate and analytical with ability to perform root cause analysis.
• Excellent listening, verbal and written communication; able to work independently.

Responsibilities

• Handle inbound and outbound calls in line with KPIs.
• Meet Dunning targets and individual KPI goals.
• Ensure SME debt accounts comply with industry regulations.
• Investigate and resolve all complaints within agreed timescales.
• Negotiate payment plans to reach fair outcomes.
• Manage vulnerability and affordability considerations per regulations.
• Prepare accounts for handover to Escalations Team with accurate data.
• Identify high-risk or delinquent SME customers and escalate as needed.
• Collaborate with other teams to prevent blocking collections.

Skills

Collections experience

Multiskilled

Numerate

Communication skills

Excel skills

MS Office

Team player

Tools

Microsoft Office

Job description

As a Commercial Debt SME Assistant, you'll manage a portfolio of Small and Medium-sized Enterprise (SME) customers, representing over 83% of our Commercial portfolio.

Reporting to the Commercial Debt SME Team Leader, you'll maximise cash collections, minimise bad debt, and deliver positive customer outcomes. Working closely with colleagues across our B2B teams, you'll use your experience in Commercial Energy Debt to manage accounts effectively while providing excellent customer service and ensuring compliance with regulatory requirements. This is a great opportunity to make a real impact in a fast-paced team.

For this role, you'll need to be based within a reasonable distance of our office in Stroud, Gloucestershire, as the role requires a minimum office presence of three days per week in line with the agreed hybrid working rota.

What You Will Do…

• Ensure that inbound & outbound calls are handled in line with agreed quality and productivity related KPI’s.
• Meet Dunning requirements against targets and individual KPI’s.
• Ensure that SME customer base remains compliant with industry regulations i.e., Micro business customers, refund procedures, standards of conduct associated to debt.
• Ensure all complaints (internal & external) are investigated and resolved within agreed time scales.
• You will resolve queries from internal and external customers within specified timescales through multiple communication channels.
• Preparation of accounts for handover to the Escalations Team ensuring data is accurate.
• Meet set KPI’s for performance of SME debt targets.
• Communicate and negotiate payment plans with customers for both the customer and the business to ensure a fair outcome.
• Manage our approach to vulnerability and affordability ensuring we are treating our customers fairly and in line with our regulatory requirements.
• Identify, manage, and escalat where necessary (to the Escalations Team) SME customers who are considered high risk or delinquent.
• Working closely alongside the business and peers to ensure all key business workstreams (Wi’s) & processes impacting Debt (e.g., Billing/Work items) are not unduly blocking collection.
• In addition to the core responsibilities, you may be responsible for undertaking other project-based work as the need arises from across Ecotricity group – all aimed at delivering a high and consistent quality of service to Ecotricity customers.

About You

• Previous experience working in a Collections environment, ideally from an Energy background.
• Working within Commercial Debt you will be multiskilled and flexible. Adapting to fluctuating workloads in a fast-paced environment.
• You will have numerate and analytical skills to be able to perform root cause analysis.
• Enthusiastic about people and helping our customers.
• Excellent listening skills and verbal and written communication skills.
• Ability to organise own workload and multiple priorities, ability to work under own initiative.
• Be Team Player and demonstrate the appropriate behaviours.
• Intermediate excel skills required.
• You will be a competent in using all other Microsoft Office packages.
• Maintain a positive learning environment that empowers and develops you and your colleagues.

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, gyms, 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 sustainability objectives and targets.

Flexibility Statement

The fast moving nature of the 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 utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.

Ecotricity is Britain's overall greenest energy company- it’s more than just green energy – the breadth and depth of our work on green issues is unmatched. 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 have built windmills and sun parks in Britain. We call this turning 'bills into mills'.

We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from our customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.