Credit Specialist

Octopus Energy Ltd; Coventry; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Employee benefits

Job summary

Octopus Energy Group in Coventry is hiring a Credit Specialist to support customers in financial difficulty. You will handle a high volume of outbound calls and use empathy to review repayment options, determine affordability, and set up plans that fit each customer’s situation.

You will own customer issues from start to finish, maintain contact, and escalate where needed, providing first-class service while protecting the planet with our sustainable energy ethos.

Qualifications

• Experience handling customer communications via multiple channels (phone, email, text).
• Ability to set up repayment plans and assess affordability using external tools.
• Strong care for customers in financial difficulty and ability to tailor support.
• Ability to work in a fast-paced environment and manage multiple tasks.

Responsibilities

• Handle customer communications via inbound/outbound calls, emails and texts.
• Use initiative to agree repayment plans and review affordability with external tools.
• Own customer issues from start to finish and maintain contact throughout.
• Identify vulnerabilities to ensure appropriate level of care and service.
• Provide first-class service with empathy in challenging conversations at pace.

Skills

Outbound calling

Empathy

Customer service

Attention to detail

Resilience

Initiative

Job description

• Handling customer communications through a range of channels such as inbound and outbound phone calls, emails and text messages.
• Using your initiative to find the best way forward through agreeing appropriate repayment plans using external tools such as PayLink to review affordability levels and engage with customers to agree repayment plans.
• Own customer issues from start to finish, resolving problems and maintaining contact throughout.
• Identifying vulnerabilities customers may have - both financially and non-financially - to ensure we are providing the most appropriate level of care and service to them.
• Are you passionate about making a positive impact on the planet and delivering exceptional customer experiences?
• Octopus Energy is looking for passionate and empathetic individuals to join our incredible team in Coventry as Credit Specialists. Our team plays a vital role in the business, helping to support Octopus Energy customers, who may have found themselves in financial difficulty. Our customers are at the centre of everything we do, so it's on us to help and support them if they find themselves in financial difficulty. As a Credit Specialist, you should understand that each customer's situation is different so we're looking for someone who can use their own initiative to tackle a range of sensitive customer scenarios. This role will include a significant level of outbound calling to our customers, so the ability to demonstrate a deep care for our customers over many conversations will be key.
• Be passionate about customers and always seek to provide a first class service.
• A fast learner that has meticulous attention to detail.
• Fluid and comfortable in a fast paced environment where you might be pulled in different directions.
• Experience in credit collections or the energy industry is a bonus, but not essential - we're more interested in your passion for helping customers and making a difference.
• Able to manage your own workload.
• Helpful and patient (it's a job with a thousand questions!)
• Strong emotional resilience and empathy to support customers through challenging conversations at pace.
• A self starter that can use their own initiative to problem solve and make sound decisions.
• Starting Salary: £27,000
• Make the grade / probation passed: £29,700
• Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! We won best company to work for in 2022, on Glassdoor we were voted 50 best places to work in 2022 and our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We've also been placed in the top 10 companies for senior leadership.
• Visit our UK perks hub - Octopus Employee Benefits
• £0 - £0 a year Our process usually takes up to 4 weeks, but we'll always do our best to flex around what works for you. Along the way, you'll chat with our recruitment team and your Recruiter will help you throughout different stages.
• Along the way, you'll chat with our recruitment team and your Recruiter will help you throughout different stages. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic! Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.