Customer Account Manager

Sol Recruitment Ltd; Stratford-upon-Avon; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Professional development

Impactful role

Job summary

Sol Recruitment Ltd in Stratford-upon-Avon is recruiting for a Customer Account Manager/Debt Resolution Officer. You will manage customer accounts referred by clients, engaging with customers in arrears to find affordable repayment solutions and maintain accurate records.

You will handle calls, negotiate payment arrangements, and provide support to field agents, ensuring compliant, timely resolutions. Strong communication, attention to detail, and IT skills are essential; prior debt recovery

Qualifications

• 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.

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 skills

Communication skills

Verbal & written

Debt negotiation

Collections

Customer service

IT skills

Attention to detail

Workload management

Utilities industry experience

Tools

IT systems

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