Collections Case Handler

Business Stream; Gogar; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Performance bonus

Pension plan

Office in Edinburgh Park

31 days annual leave

Staff restaurant

Gym membership

Employee discounts

Cycle to work

Job summary

Business Stream is seeking a Collections Case Handler to manage a portfolio of high-value debtors through telephone and email, aiming to maximise cash collection and reduce bad debt exposure. You will resolve payment queries, disputes and maintain records, while supporting customers in financial difficulty and collaborating with stakeholders to improve service.

The role emphasizes accuracy, negotiation skills, and effective communication within a busy, customer-facing office in Edinburgh Park.

Qualifications

• Experience in a telephone-based collections role.
• Strong persuasion, negotiation and influencing skills.
• Excellent problem-solving and decision-making abilities.
• Clear and confident verbal and written communication skills.
• High level of accuracy and attention to detail.

Responsibilities

• Manage a portfolio of high-value debtors via telephone and email to maximise cash collection.
• Resolve payment queries and disputes within service levels.
• Take ownership of inbound and outbound customer contact and maintain accurate records.
• Support customers experiencing financial difficulty and offer appropriate payment solutions.
• Collaborate with internal and external stakeholders to deliver excellent service and identify improvements.

Skills

Telephone-based collections

Persuasion & negotiation

Problem-solving

Communication skills

Attention to detail

English & Maths (GCSE)

Regulatory awareness (water industry)

Education

GCSE English & Maths

Job description

As a Collections Case Handler, you'll manage a portfolio of high-value debtors, using telephone and email contact to maximise cash collection and reduce bad debt exposure. You'll work with customers to agree fair and consistent outcomes, resolve payment queries and disputes within agreed service levels, and use data and insight to decide the most appropriate next action. You'll take ownership of inbound and outbound customer contact, maintain accurate records, support customers experiencing financial difficulty and work collaboratively with internal and external stakeholders to deliver an excellent service and identify opportunities for improvement.

About you

• Experience in a telephone-based collections role, with an awareness of debt management and cash collection best practice.
• Strong persuasion, negotiation and influencing skills, with the ability to agree appropriate payment solutions.
• Excellent problem-solving and decision-making skills, including the ability to identify timely and accurate next actions.
• Clear and confident verbal and written communication skills, with the ability to build positive relationships with customers, colleagues and stakeholders.
• A high level of accuracy and attention to detail, with the ability to manage priorities and remain calm under pressure.
• GCSE or equivalent qualifications in English and Mathematics.
• An understanding of the legislative and regulatory environment within the water industry.

What's in it for you?

• Starting salary of £26,750 increasing to £28,660 once training and probation are complete (usually 12 months).
• 10% Annual Bonus Potential
• Attractive pension plan
• Monday to Friday, 9am to 5pm based in our office within Edinburgh Park.
• 31 days annual leave and six bank holidays
• Subsidised staff restaurant and free gym membership
• Employee discounts
• Salary sacrifice schemes including cycle to work

Why we're the right fit

We're passionate about providing a great place to work, where our colleagues feel trusted, valued, supported and empowered, whatever their background or role. And we're committed to providing an inclusive workplace that welcomes and promotes diversity and provides equal opportunities for everyone. In everything we do, we're driven to make a positive difference, and always strive to do the right thing by our customers, our people, our local communities and the environment. Life at Business Stream is fast-paced and exciting, where no two days are the same.

Who we are

Business Stream is one of the largest water retailers in the UK and a trusted service provider to over 300,000 business customers. With over 17 years' experience of operating in a competitive water market - longer than any other retailer - we're the chosen service provider for businesses and organisations ranging from small corner shops to large industrial estates. Headquartered in Edinburgh and employing around 350 people, we provide a range of services including metering and billing, water efficiency support and, water and waste water management solutions.

A Disability Confident Committed Employer

If you consider yourself to have a disability, we encourage you to disclose that as part of your application. That means we can provide the necessary support and use your unique talents effectively