Collections Advisor

Valda Energy Limited; Bicester; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Salary up to £27k (annual)

Company bonus scheme

25 days annual leave + bank holidays +

Private Medical Insurance

Employee rewards platform

Life Insurance

Employee Assistance Programme

Snacks & lunch options

Pension salary sacrifice (5% matched)

In-house learning & development

Refer a friend bonus

Job summary

Valda Energy is seeking a Collections Advisor to join our office-based team in the UK. You will support customers through empathetic, solution-focused conversations, arranging affordable, sustainable payments while protecting commercial interests.

The role involves arrears management across channels, careful negotiation, and adherence to regulated processes, with a strong emphasis on customer service and compliance, plus training and career growth opportunities.

Qualifications

• Experience in collections or customer service.
• Strong negotiation and communication skills.
• Eligibility to work in the UK and ability to complete Enhanced Security Screening.

Responsibilities

• Manage customer arrears, taking ownership of cases and resolving enquiries across phone, email, and other channels.
• Build positive relationships with customers by understanding their circumstances and agreeing affordable, sustainable payment solutions.
• Handle difficult conversations with empathy, resilience, and professionalism, using negotiation and conflict resolution skills.
• Apply knowledge of utilities recovery and disconnections, working with customers and debt recovery partners, including Smart Energy Code activities.
• Investigate customer queries by desk research, verify details, and resolve liability and usage enquiries.
• Maintain accurate customer records and ensure all interactions are documented.
• Collaborate with colleagues to deliver best-practice communications and drive service improvements.
• Keep up to date with policies and industry requirements to deliver compliant, customer-focused solutions.

Skills

Collections experience

Customer service

Negotiation

Education

CICM qualification (desirable)

Job description

The Energy Revolution

Valda Energy is a dynamic and rapidly growing energy supplier based in Bicester, committed to driving business success through smart, reliable energy solutions. Established in 2019 by industry experts, we bring together a diverse combination of talent to foster continuous sustainable growth. We challenge the existing marketplace with our leading, tech-driven, and customer-focused approach. Our passion for innovation and dedication to exceptional service sets us apart. At Valda Energy, we live by our core values: communicate, collaborate, own it, embrace change, and put the customer first. We believe that our people are our greatest asset, and we are dedicated to fostering a supportive and evolving culture. From introducing new benefits to offering structured training opportunities and hosting frequent social events, we ensure our employees thrive.

How You Will Energise Our Team

We are looking for a Collections Advisor to join our team. In this role, you'll support customers through empathetic, solution-focused conversations, helping them find affordable and sustainable payment arrangements while delivering positive outcomes for both the customer and the business. Working as part of our collaborative, office-based team, you'll manage customer enquiries across multiple channels, take ownership of cases, and contribute to delivering excellent customer service. If you have experience in collections, recoveries, or customer service and enjoy helping people, we'd love to hear from you.

Your day to day responsibilities will involve but not be limited to the following:

• Manage customer arrears, taking ownership of cases and resolving enquiries across phone, email, and other communication channels
• Build positive relationships with customers by understanding their circumstances and agreeing affordable, sustainable payment solutions that balance customer needs with business objectives
• Handle difficult conversations with empathy, resilience, and professionalism, using effective negotiation, influencing, and conflict resolution skills
• Apply your knowledge of commercial utilities recovery and disconnection processes, working with customers and debt recovery partners and completing regulated Smart Energy Code activities, including remote disconnections and reconnections (following successful Enhanced Security Screening)
• Investigate customer queries by carrying out desktop research, verifying customer details, and resolving liability and usage enquiries
• Maintain accurate customer records, ensuring all interactions and account information are recorded and kept up to date
• Work collaboratively with colleagues and management to deliver best practice customer communications, contribute to our One Team culture, and support continuous service improvements
• Keep up to date with company policies, processes, and industry requirements to deliver compliant, customer-focused solutions and consistently achieve performance targets

Perks that Power Your Journey

• Annual Salary up to £27k
• Company annual bonus scheme
• 25 days of annual leave plus bank holidays, a length of service award increasing up to 30 days, plus an extra day off during your birthday month
• Private Medical Insurance with Vitality Health
• Access to The Grid, our employee engagement and rewards platform, giving you exclusive discounts at hundreds of retailers, wellbeing resources, recognition tools, and more
• Life Insurance policy, providing coverage at four times your salary
• Employee Assistance Programme offering confidential support and guidance
• Enjoy an array of complimentary snacks, drinks, and lunch options in our office
• Salary sacrifice pension scheme where we will match contributions up to 5%
• In-house learning and development team devoted to nurturing your talent, unlocking potential and propelling you towards being your best
• Refer a friend scheme (up to £500), monthly team events, annual company events & recognition awards

The Spark we're Looking For

• Prior experience in a collections role, with the ability to manage customer arrears and negotiate positive outcomes
• Confidence working within a regulated environment, with a strong appreciation of compliance and industry standards
• Excellent customer service and communication skills, including the ability to handle difficult conversations with empathy and professionalism
• Strong analytical, problem-solving, and decision-making skills, with the ability to investigate issues and identify the right solution
• Confidence using IT systems and managing multiple tasks in a fast-paced environment
• A proactive, collaborative approach and a commitment to delivering positive outcomes for customers and the business
• CICM qualification (desirable)
• The right to work in the UK and the ability to successfully complete Enhanced Security Screening

We are extremely proud to be an equal opportunity employer and actively encourage applications from all backgrounds.