Collections Administrator

South West Water Limited; Exeter; On-site; GBP 27,000; Full time

Job summary

A leading water services company is seeking a Collections Administrator in Exeter. The role demands strong customer service and negotiation skills to manage overdue payments effectively. Working full-time, you will be part of a dynamic team committed to financial viability and customer satisfaction.

Benefits

Generous holiday allowance plus bank holidays

Discretionary Bonus

Competitive Contributory Pension

Share-save Scheme

Various health benefits

Wellbeing support programmes

Group Discounts

Cycle to Work Scheme

Financial support services

Qualifications

• Minimum of five GCSEs grade A-C or equivalent.
• Experience in credit and debt management.
• Excellent written and verbal communication skills.

Responsibilities

• Negotiate payment of overdue bills via calls and in writing.
• Provide customer account reconciliations and analyses.
• Manage own case load and ensure timely contact.

Skills

Communication

Customer Service

Negotiation

Attention to Detail

Education

Five GCSEs grade A-C or equivalent

Job description

Pennon Water Services, t/a Source for Business is a national business water retailer delivering simple, accurate and timely billing to c. 100,000 customers through great customer service. We are committed to helping our customers lower water use and reducing costs.

As employees we thrive in a supportive working environment, developing and continuously learning to ensure we are all working at our best and we’re looking for enthusiastic people to join our growing team and be part of our continued success.

Would you like to work within a high-performing team where your skills and experience can make a difference? If you have exceptional attention to detail and the drive to join a company that champions progression, then look no further!

We currently have an opportunity for a Collections Administrator to join our team-based Exeter. Joining us on a full-time permanent basis, you will receive a competitive salary of £26,299 per annum plus excellent benefits.

About the role

As the Collections Administrator, you will work in the Collections team and contribute to the financial viability of Pennon Water Services (PWS) through collecting payments and applying the appropriate intervention for each commercial customer to maximise the level payments collected. You will provide excellent customer service and liaise with nationwide customers.

What you’ll be doing:

• Negotiate the payment of overdue bills or outstanding payments via inbound and outbound telephone calls and in writing.
• Effectively communicate with customers to establish the reasons for arrears and identify suitable and realistic solutions based on individual customer circumstances and in accordance with company policy.
• Customer account reconciliations and analysis and provide customers with in-depth details of outstanding bills and allocations.
• Establish and maintain effective working relationships with co-workers, peers, internal and external customers ensuring exceptional customer service standards and credit control procedures are achieved.
• Provide administrative support in relation to billing of accounts, reconciliations, and payment processing.
• Advise customers of commercial disconnection procedure in line with company policy.
• Manage own case load to ensure contact is made in a timely manner in line with SLA. Work and contribute to individual and team targets.
• Escalate collection issues to prioritise problem/complaint to help enable prompt payments. Use judgement to assess customer accounts and discuss with Team Leaders where cases are to pass for legal action if applicable.

What we are looking for:

• A minimum of five GCSE’s grade A-C or equivalent
• Previous experience of working in credit and debt management
• Previous experience of working with collecting insolvency debt is desired, but not essential
• Evidence of excellent communication skills, both written and verbal along with listening and questioning skills
• Demonstrate excellent levels of customer service and interpersonal skills, with the ability to manage difficult customer situations

What's in it for you:

• We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:
• Generous holiday allowance plus bank holidays
• A discretionary Bonus
• Competitive Contributory Pension
• Share-save Scheme
• Various health benefits
• Wellbeing support programmes
• A range of Group Discounts
• Cycle to Work Scheme
• Financial support services
• And plenty more!

Closing Date: 2nd July 2025

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values which are essential to our success are:

Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.

Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.