Collections Specialist

E.ON UK PLC; Metropolitan Borough of Solihull; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the UK energy sector is seeking two Collections Specialists for an 8-month fixed-term contract. The role involves resolving complex customer queries and improving processes. The position supports hybrid working, with time spent in Solihull. Join a recognized employer committed to diversity and employee development.

Benefits

26 days holiday plus bank holidays

Generous pension scheme

Life cover

Bonus opportunities

Access to 20 flexible benefits

Development opportunities

Qualifications

• Experience in customer service required.
• Ability to analyze complex information and propose solutions.

Responsibilities

• Investigate and resolve complex customer queries.
• Report on process performance and recommend improvements.
• Deliver training on operational procedures.

Skills

Customer service

Communication

Organizational skills

Analytical skills

Job description

Here's what you'll be doing

npower Business Solutions (nBS) is the E.ON UK Industrial and Commercial (I&C) pillar and a market leader in the B2B energy retail sector. I&C is a £6 billion revenue business serving approximately 60,000 customers and around 300,000 meter points, with the goal of becoming the number one B2B energy supplier in the UK.

We are currently looking for two Collections Specialists to join our team on an 8-month fixed-term contract. In this role, you will investigate and resolve a wide range of complex issues or customer queries, liaising with other parties as necessary to provide appropriate and acceptable resolutions that enable cash collection. The position offers a hybrid working approach, with work based in Solihull approximately 2 days per week.

Key responsibilities

• Report on the performance of specific processes and investigate process failures to recommend improvements.
• Participate in changing and implementing processes, perform testing, and create and maintain documentation to ensure department processes align with business and industry standards.
• Deliver formal or side-by-side training for staff on operational procedures and best practices to promote knowledge sharing within the team and wider business areas, enhancing operational efficiency.
• Evaluate training delivered to ensure consistency with departmental processes and procedures.
• Update systems after every call/email to maintain a full history of contact with the customer and ensure compliance in debt and risk areas.
• Support end-to-end processes to enhance team awareness and ensure tasks are handled correctly and professionally the first time.

What we need from you

• Customer service experience.
• Strong communication skills for engaging with customers.
• Excellent organizational skills with the ability to prioritize workloads.
• Ability to analyze complex information and propose solutions.

It would be great if you had

• Debt collection experience.
• Knowledge of the UK Energy Industry.

Here's what you need to know

• Award-Winning Benefits: Our benefits package includes 26 days of holiday plus bank holidays, a generous pension scheme, life cover, bonus opportunities, and access to 20 flexible benefits with tax and/or NI savings. Recognised with the Personnel Today Reward, Recognition and Benefits Award 2022, our benefits stand out.

• Recognised for Family-Friendly and Hybrid Policies: In 2024, we earned Double Recognition at the Personnel Today Awards for our family-friendly and hybrid working initiatives. Let's discuss flexible working options.

• Inclusive Employer: As the only energy company in the Inclusive Top 50 UK Employers (currently ranked 8th), we are committed to equal opportunities, diversity, and fairness for all.

• Support for Disabled Applicants: As a Disability Confident Employer, we guarantee an interview for all disabled candidates meeting the minimum role criteria.

• Development Opportunities: We offer inclusive talent networks, learning resources, and skill-building programs to support your career growth.