Customer Account Manager

Confidential; Metropolitan Borough of Solihull; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Hybrid working model

Professional development

Supportive team environment

Job summary

Confidential in Stratford-upon-Avon is seeking a Customer Account Manager to handle customer accounts, including arrears cases, with a focus on affordable repayment solutions. The role is hybrid, requiring strong communication and empathy to resolve debt disputes and provide excellent service.

You will work with field agents and clients, maintain accurate records, and ensure compliance with industry regulations. The position offers a supportive team and development opportunities.

Qualifications

• Outstanding interpersonal and communication skills.
• Confident handling of challenging conversations with empathy and professionalism.
• Experience in debt negotiation, collections, or customer service is desirable but not essential.
• Strong IT and accurate keyboard skills.
• Attention to detail and ability to spot and rectify errors.
• Results-driven with good workload management abilities.

Responsibilities

• Handle inbound and outbound calls to discuss and resolve customer accounts.
• Negotiate payment arrangements that suit customer needs and comply with company processes.
• Offer excellent customer service while collecting payments and setting up payment plans.
• Address metering issues, occupancy updates, dispute registrations, and highlight household vulnerabilities.
• Liaise with Field Representatives and Clients to ensure accurate and efficient account management.
• Maintain clear and professional account records on company and client systems.
• Identify and record any safety concerns or vulnerabilities encountered.
• Provide support and guidance to field agents during customer visits.
• Ensure adherence to industry regulations and company quality standards.

Skills

Interpersonal communication

Negotiation

Customer service

IT skills

Attention to detail

Workload management

Tools

CRM software

Microsoft Office

Job description

Customer Account Manager

Stratford-upon-Avon

Hybrid Role

£26,800

About the Company:

A leading UK-based Field Services company, specialising in providing external field agency solutions primarily to the utilities sector, is seeking a Customer Account Manager/Debt Resolution Officer. With its Head Office located in Stratford-upon-Avon, the company is known for delivering excellent service with a customer-centric approach.

The Role:

The Customer Account Manager/Debt Resolution Officer will be responsible for managing customer accounts referred by clients. This position involves working with customers primarily those in arrears to find affordable and sustainable repayment solutions. The role requires exceptional communication skills to engage with customers via phone and written correspondence, ensuring timely and fair resolutions.

Key Responsibilities:

• Handle inbound and outbound calls to discuss and resolve customer accounts.
• Negotiate payment arrangements that suit customer needs and comply with company processes.
• Offer excellent customer service while collecting payments and setting up payment plans.
• Address metering issues, occupancy updates, dispute registrations, and highlight household vulnerabilities.
• Liaise with Field Representatives and Clients to ensure accurate and efficient account management.
• Maintain clear and professional account records on company and client systems.
• Identify and record any safety concerns or vulnerabilities encountered.
• Provide support and guidance to field agents during customer visits.
• Ensure adherence to industry regulations and company quality standards.

Preferred Qualifications and Skills:

• Outstanding interpersonal and communication skills (both written and verbal).
• Confidence in handling challenging conversations with professionalism and empathy.
• Previous experience in debt negotiation, collections, or customer service is desirable but not essential.
• Strong IT and accurate keyboard skills.
• Attention to detail and the ability to spot and rectify errors efficiently.
• Results-driven attitude with excellent workload management abilities.
• Experience in the utilities industry is a plus, though not required.

Why Join This Team:

• Hybrid working model offering flexibility and work-life balance.
• Supportive team environment with opportunities for professional development.
• A role where empathy and problem-solving skills make a real impact.