Collections Adviser

YTL UK; West of England; Hybrid; GBP 23,000 - 36,000; Full time

Benefits offered by this job

25 days holiday (rising to 28)

Up to 20% pension contribution

Holiday buy/sell options

Annual pay increments

Performance bonus up to 10%

Health plan

Job summary

water2business is hiring a Customer Service Adviser for its Collections department on a fixed-term contract. You will handle queries from commercial customers in arrears and work toward repayment plans while balancing empathy with business needs.

You will communicate by phone, letter and email, maintain records and aim to resolve issues at the first contact. The role offers flexibility with hours between 29 and 37, Tuesday to Friday, within a supportive team.

Qualifications

• Customer service or collections background.
• Ability to influence and adapt during conversations.
• Problem-solving skills.
• Teamwork while maintaining individual ownership.
• Professional, polite, and calm under pressure.
• Time management and attention to detail.

Responsibilities

• Provide support in collecting debt and agreeing repayment plans from commercial customers.
• Communicate with customers by telephone, letter and email, building rapport and negotiating positive outcomes.
• Update and maintain records accurately.
• Use your initiative to resolve customer issues at the first point of contact.
• Work towards achieving daily and monthly targets both individually and as a team.
• Keep stakeholders up to date with relevant information.
• Carry out additional tasks to ensure prompt payment and reduction of debt.
• Investigate and explore payment allocations using problem-solving skills.

Skills

Customer service

Collections experience

Communication skills

Problem solving

Teamwork

Time management

Decision making

Job description

An opportunity for a Customer Service Adviser to work in our Collections department and join our friendly team on a fixed-term contract. Within this role, you will be dealing with queries and contacts from our commercial customers who may be in arrears with their water and sewerage bills.

What you'll do

• Provide support in collecting debt and agreeing repayment plans, taking ownership through to resolution, balancing empathy with commercial business needs.
• Communicate with customers by telephone, letter and email, building rapport and negotiating positive outcomes.
• Update and maintain records accurately.
• Use your initiative to resolve customer issues at the first point of contact.
• Work towards achieving daily and monthly targets both individually and as a team.
• Keep stakeholders up to date with relevant information.
• Carry out additional tasks to ensure prompt payment and reduction of debt.
• Investigate and explore payment allocations using problem-solving skills.

We are a life-friendly employer and can offer flexible working options, encouraging our team members to have a working pattern that fits in with their lives. Hours considered are between 29 and 37, and you will be required towork Tuesday to Friday.

What you'll need

• Excellent verbal and written skills with a desire to help people.
• A customer service or collections background.
• An ability to manage, influence and adapt during complete conversations.
• Problem-solving skills.
• A sense of teamwork whilst maintaining individual ownership.
• You are professional, polite and able to remain calm under pressure.
• To be able to think on your feet and make decisions.
• Confidence to suggest ways to simplify processes and make things better.
• Time management skills and attention to detail.

What you'll receive

We offer a wealth of both financial and non-financial benefits, including:

• 25 days' holiday rising to 28 with length of service
• Up to 20% combined pension contribution
• Opportunity to buy or sell holiday
• Pay increments yearly rewarding your first 3 years of service
• Performance-related bonus of up to 10%
• Optimise Health Plan supporting you with your healthcare costs
• £1000 'Refer a friend/family' scheme
• Life assurance of up to four times your salary
• Sustainable benefits, including electric vehicle and cycle2work schemes
• A range of family friendly policies, including enhanced maternity and paternity leave
• Paid community day
• Cashback and discounts from over 3,000 retailers

Who we are

water2business, the highest rated water company on Trustpilot, provides billing, account management and customer service to business customers across England and Scotland. Based in Nailsea, we serve over 85,000 customers and provide leading levels of service through our fantastic customer teams. We pride ourselves on the fact that both our customers and our people are at the heart of everything we do.

We pride ourselves on being an inclusive and engaging place to work. Our annual People Promises are based directly on feedback from our team members. Our committees and working groups including Health and Wellbeing, Mental Health First Aiders, Meet4menopause, LGBTQ+ alliance, Carers Network and our Working Parents group are all populated by our own people.

In this role, you will benefit from our coaching and mentoring framework and numerous learning and development initiatives from our award-winning team. We take your career, happiness and general wellbeing seriously.

We have signed the Armed Forces Covenant and are a Disability Confident committed employer – please let us know if you need any additional support or help to assist you in your application.

All our roles are subject to disclosure and barring screening (DBS) checks, and successful candidates will be asked to disclose details of any unspent cautions or convictions. We recognise the contribution that people with criminal records can make, and any information given will be confidential and considered on an individual basis.

All candidates are required to provide us with right to work in the UK documentation, and, regretfully, we are not able to offer sponsorship at this time.