Collections Specialist

So Energy; London; Hybrid; GBP 31,000; Full time

Job summary

An innovative energy provider is seeking a customer-focused individual to join their team. In this role, you will be the friendly voice of the company, helping customers navigate payment challenges and ensuring they receive top-notch service. With a commitment to sustainability and a supportive work culture, this role offers a unique opportunity to make a positive impact while growing in a dynamic environment. If you thrive in a fast-paced setting and are passionate about customer service, this position is perfect for you. Join a company that values clear communication, honesty, and ambition as you contribute to a net zero future.

Benefits

Personalised Learning and Development Budget

Hybrid working hours

25 Holiday Days + local bank holidays

1 Birthday day off

3 So Giving Days

Religious Celebrations Leave

Mental Healthcare sessions

Enhanced Family Leave

Values-driven culture

Qualifications

• Experience negotiating payment arrangements for underpaying customers.
• Strong communication and interpersonal skills are essential.

Responsibilities

• Act as the primary contact for customers during difficult times.
• Negotiate payment arrangements and provide excellent customer service.

Skills

Negotiation skills

Communication skills

Customer service experience

Ability to work in a fast-paced environment

Interpersonal skills

Job description

London, Hybrid

£30,906

️Our Perks

• Personalised Learning and Development Budget
• Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
• 25 Holiday Days + your local bank holidays
• 1 Birthday day – it only happens once a year!
• 3 So Giving Days - spend these days giving back to your chosen cause
• Religious Celebrations Leave
• Mental Healthcare – Sessions with Unmind
• Enhanced Family Leave
• Values-driven culture – we’re really proud of our culture.
  

So Energy

Who we are

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 300,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.

We want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable

The Role

What you’ll be getting up to:

• As our customers’ primary point of contact during difficult times, you’ll be the friendly voice of So Energy
• Negotiating payment arrangements for underpaying customers on monthly direct debit
• Making outbound and receiving inbound contacts (calls and emails) from customers unable or unwilling to maintain payments while using your expertise, creativity, and passion to meet their needs
• Remind customers that behind our great products are amazing people, ensuring that we continue to deliver our 5* rated customer service
• You'll spend your time speaking to customers over the phone both inbound and outbound

This role will be great if:

• You have experience negotiating payment arrangements for underpaying customers on monthly Direct Debit
• Strong communication skills
• Track record of delivering against targets or KPIs
• The ability to prioritize your own work to deliver the best outcomes
• Previous experience in a customer-centric environment
• You thrive in a fast-paced environment
• Work well within a team and are passionate about what you do
• Enjoy working in a target-driven environment where you will be rewarded through a performance bonus for delivering an exceptional customer experience
• Excellent interpersonal and communication skills are key; both when interacting with our customers, as well as with fellow team members
• You're an enthusiastic person that can work at speed and to KPIs without compromising on the quality of experience they deliver to the customer

Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.

So, if this role excites you, don’t let our role description hold you back, get applying!

Hiring Process

1. 30 minute Phone Screen with Talent Team
2. First Stage interview and activity with our Team Leaders
3. ️Final Stage competency-based interview with Payments Manager

Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.

Our Values

We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.

Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues

Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.

Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.

Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers

Caring - We care about the work we are doing, our customers and our colleagues
Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.

Diversity, Equity, Inclusion & Belonging

At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it not just into our values but throughout our entire culture.