Credit Specialist

Octopus Energy Ltd; Coventry; On-site; GBP 23,000 - 29,000; Full time

Job summary

Octopus Energy Ltd in Coventry is seeking a Credit Specialist to support customers facing financial difficulty. You will handle outbound calls, explore repayment plans, and resolve issues from start to finish with empathetic care.

You will assess affordability, maintain clear communication, and adapt to a fast-paced setting while prioritising exceptional customer experiences. Salary starts at £26,000 with increase after probation, in a role that values initiative and resilience.

Qualifications

• Strong interpersonal skills and empathy to support customers in financial difficulty.
• Experience with outbound calling and handling sensitive conversations is desirable.
• Ability to manage multiple cases and stay organised in a fast-paced environment.

Responsibilities

• Handle customer communications via inbound/outbound calls, emails, and texts.
• Agree repayment plans using tools to review affordability and document outcomes.
• Own customer issues from start to finish and maintain communication throughout.
• Identify vulnerabilities and tailor care and service accordingly.
• Demonstrate high levels of empathy and provide first-class service.

Skills

Empathy

Outbound calling

Communication

Initiative

Attention to detail

Resilience

Time management

Job description

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.

• 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
• 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
• £26,000 annual salary with an increase upon passing probation
• 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

Are you passionate about making a positive impact on the planet and delivering exceptional customer experiences?

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. If this sounds like you then we'd love to hear from you. Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential.

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!