Collections Customer Service Advisor

BUUK Infrastructure; Cardiff; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

An established industry player is seeking Collections Customer Service Advisors to join their modern contact center in Cardiff. This role focuses on providing exceptional customer service, managing debt processes, and ensuring customer satisfaction. With a supportive environment and a commitment to employee well-being, this company offers a hybrid working policy after training and numerous development opportunities. If you're passionate about helping others and thrive in a dynamic team, this is the perfect opportunity for you to grow and make a difference in the community.

Benefits

Company Pension Contributions

33 Days Holiday

Referral Bonus of £1000

Development Opportunities

Hybrid Working Policy

Qualifications

• Previous customer service experience is essential; collections experience is desirable.
• Impeccable customer service skills with a desire to help others.

Responsibilities

• Liaise with customers via phone, email, and web chat to meet their needs.
• Manage customers through the debt process and secure payments.

Skills

Customer Service Skills

Communication Skills

Listening Skills

Debt Management

Empathy

Teamwork

Education

Experience in Customer Service

Experience in Collections Environment

Job description

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.

We provide a supportive environment that is committed to enabling our people to be the best – ensuring they feel proud to be themselves and part of BUUK Infrastructure.

We are looking for Collections Customer Service Advisors to be based in our modern contact centre in the centre of Cardiff, a close walk from both train and bus links along with many shops and cafes. We currently have a rota to cover our contact centre's opening hours (8am to 8pm Monday to Friday, and 9am to 1pm on Saturdays). We also offer a Hybrid working policy following completion of training.

You will need to be available to start employment and complete a 4 week mandatory training programme on 10 March 2024.

While the main purpose of this role is to always provide exceptional customer service and be a brand advocate, further responsibilities will include:

1. Liaise with customers via phone calls, emails and web chats, ensuring we meet the customers' needs within set timescales.
2. Manage customers through the debt process, securing payment, setting up debt plans, educate around available support, through to completion.
3. Endeavour to achieve first contact resolution at every possible opportunity, ensuring customer effort is kept low.
4. Identify vulnerable customers, offering appropriate support to meet their needs.

About you:

1. Previous experience of working with customers is essential, whilst working in a collections environment is desirable.
2. Impeccable customer service skills with the desire to help others.
3. Passionate about working within a dynamic team to meet deadlines and team targets.
4. Excellent listening and communication skills with the ability to build relationships.
5. Flexible, adaptable with the ability to show empathy with customers.

What can you expect from us:

1. Excellent starting salary of £25,451 increasing to £27,148 after the probation period.
2. Company pension contributions up to 10% if employees contribute 5%.
3. 33 days holiday including bank holidays with the ability to purchase an additional 10.
4. £1000 net of tax to refer friends and family.
5. Hybrid working for eligible roles.
6. Development opportunities to reach your career aspirations.

BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do. Please ask us about flexible working options.

Our group

Our group of companies designs, constructs, owns, and operates utility infrastructure networks throughout England, Wales and Scotland. We are the only partner to the new-build sector delivering infrastructure for all utilities – from gas, electricity, water and wastewater to future-proof fibre and heat networks.

What's the best thing about BUUK?

We asked our people.

From the supportive culture and opportunities to grow, to the great friends and chocolate brownies, our people tell us what they love most about working at BUUK.

We all matter.

Find out about our supportive culture.

Hear how our shared sense of mutual respect and belonging underpins our culture and supports us all.

Vision, Mission and Values

Our vision, mission, and values are the foundations and the future of BUUK. They are what we stand for, how we live and work, where we are going and how we’ll get there. They connect, guide and unite us all, underpinning and strengthening our commitment to be our best and do our best for our customers, stakeholders, the environment, communities – and for one another.