Collections Specialist - Domestic Energy

Good Energy; Chippenham; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

£500 work from home allowance

£500 travel allowance

£500 annual development allowance

5% annual bonus scheme

25 days annual leave

Ethical pension plan

Job summary

Good Energy in Chippenham is seeking a Collections Specialist to provide support to customers in arrears. Your role involves managing outstanding balances, negotiating repayment solutions, and ensuring compliance with internal and regulatory policies.

The successful candidate will have experience in debt collection, showcasing strong negotiation skills and empathy. Benefits include various allowances, a bonus scheme, and a commitment to inclusivity in the workplace.

Qualifications

• Previous experience in debt collection or arrears management.
• Confident communication skills for difficult conversations.
• Balanced approach between empathy and commercial focus.

Responsibilities

• Manage contact with customers regarding overdue accounts.
• Negotiate payment plans for timely resolution.
• Maintain accurate account records and case notes.

Skills

Communications

Problem-solving

Analytical skills

Negotiation

Attention to detail

Teamwork

Empathy

Job description

No day will be the same – here are some of the highlights

Providing exceptional support and advice to our customers is at the heart of our business. As a Collections Specialist - Domestic Energy, you will support customers who are in arrears by managing outstanding balances, working through disputes and agreeing sustainable repayment solutions, and protecting both customer relationships and business revenue.

You will ensure collections activity is completed in line with internal policy and regulatory expectations, taking early proactive steps to manage arrears while adhering to the principles of Treating Customers Fairly.

This role requires a confident, balanced approach combining empathy, commercial awareness, and effective decision making to deliver fair outcomes for customers and the business.

Responsibilities

• Manage inbound and outbound contact with customers regarding overdue accounts
• Review billing, balances and energy consumption across customer accounts
• Negotiate payment solutions and repayment plans to support timely resolution
• Identify and escalate disputes, vulnerabilities and solvency risks in line with policy
• Apply collections processes in line with regulatory and company requirements
• Maintain accurate account records and case notes
• Work collaboratively with internal teams to resolve customer queries effectively
• Contribute to continuous improvement and maintain high quality standards
• Develop industry knowledge to provide informed customer support
• Achieve individual and team KPIs within a target-driven environment while maintaining compliance and customer focus

Qualifications

• Confident communicator able to handle difficult conversations professionally
• Balance empathy with a commercial and outcome-focused approach
• Strong problem solving, analytical and negotiation skills
• Resilient, adaptable and comfortable working to targets and processes
• Previous experience in debt collection, arrears or a contact centre environment
• Collaborative, proactive and motivated team player with strong attention to detail
• Excellent written and verbal communication skills
• Experience in debt recovery, credit control, utilities or financial services
• Experience supporting commercial or business customers
• Knowledge of the energy or renewables sector
• Outbound collections experience and/or working with external debt recovery agencies
• Awareness of regulatory requirements, including fair customer treatment, financial vulnerability, data protection and collections processes

Hybrid working explained: When and where you’ll be in the office

Our office is based in Chippenham, Wiltshire. Candidates are expected to work from the Chippenham office once a month. Full-time hours are 37.5 per week, Monday to Friday. The office is fully accessible to facilitate participation for all employees.

Benefits you can rely on

We offer a range of benefits to support your well‑being and professional growth.

• £500 work from home allowance, paid monthly alongside your salary
• £500 travel allowance, paid monthly alongside your salary
• £500 annual development allowance, to spend on your chosen development area
• 5% annual bonus scheme designed to reward collective teamwork and delivery of results
• 25 days annual leave, birthday leave, additional leave for long service, and bank holidays; option to purchase additional leave
• Ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of base salary

Commitment

We are a committed member of Inclusive Employers and value people’s differences. We work hard to be a supportive community where everyone has equal opportunities and we encourage applications from people irrespective of background, circumstances, age, disability, ethnicity, religion or belief, gender identity or sexual orientation.