Customer Collections Representative

Switch2 Energy Limited; Saltaire; On-site; GBP 21,000 - 27,000; Full time

Job summary

Switch2 Energy Limited is seeking a Customer Collections Representative to join our Operations team in a fast-paced environment. You will contact residents to keep debt levels low, work with clients and colleagues, and ensure timely payments while complying with our processes.

The role focuses on supporting vulnerable and non-vulnerable customers, negotiating payment arrangements, and maintaining high standards in communication and documentation across all channels.

Qualifications

• Excellent communication and writing skills.
• Ability to listen and display empathy.

Responsibilities

• Manage allocated list of DR sites to keep debt levels as low as possible by contacting residents by phone/email/letter.
• Where appropriate, ensure supplies are disconnected pending payment.
• Negotiate cancellation or disconnection / reconnection of services to properties within agreed guidelines, and where appropriate liaise with Field Services to arrange reconnection.
• Issue Aged Debt Reports to an allocated list of clients on a monthly basis.
• Assist with collating information about debt to clients and providing effective updates.
• Provide full support to the Billing /Customer Services Team when needed.
• Ensure that all written communication adheres to company standards and complies with Client requirements.
• Handle all telephone calls in a manner that adheres to company standards and is compliant with client requirements.
• Become fully aware of the processes, procedures, systems and legislative requirements within our industry.

Skills

Excellent communication

Empathy

Conflict management

Credit control

Debt recovery

Negotiation

Target-driven

Learning mindset

Pressure handling

Team player

Problem solving

Tools

MS Office

Social media navigation

Job description

Our Customer Collections Representatives are an integral part of the Operations department, and we are looking for individuals who enjoy working in a fast-paced and challenging environment and have a real interest in learning new things.

Our Representatives are responsible for ensuring overdue debt is kept to a minimum and that customer payments are made in a timely manner. The successful candidate will support vulnerable and non-vulnerable customers by identifying appropriate arrears solutions and build effective relationships with customers, clients and colleagues whilst demonstrating best business practices.

Roles/Responsibilities

• Manage allocated list of DR sites to keep debt levels as low as possible by contacting residents by phone/email/letter.
• Where appropriate, ensure supplies are disconnected pending payment.
• Negotiate cancellation or disconnection / reconnection of services to properties within agreed guidelines, and where appropriate liaise with Field Services to arrange reconnection.
• Issue Aged Debt Reports to an allocated list of clients on a monthly basis.
• Assist with collating information about debt to clients and providing effective updates.
• Provide full support to the Billing /Customer Services Team when needed.
• Ensure that all written communication (whether email or letter) adheres to company standards and complies with Client requirements.
• Handle all telephone calls in a manner that adheres to company standards and is compliant with client requirements.
• Become fully aware of the processes, procedures, systems and legislative requirements within our industry.

Key Skills and Behaviours Required

We require the applicant to have:

• Excellent communication and writing skills.
• Ability to listen and display empathy.

• Ability to manage conflict and conflict resolution
• ideally have experience in credit control and/or debt recovery.
• Negotiation skills
• Pro-Active attitude - use their initiative to help deliver resolutions.
• Motivated by hitting and exceeding targets.
• A willingness to learn is essential along with a genuine focus for doing what's right for customers.
• Ability to respond appropriately under pressure.
• Proficient in Microsoft office suite
• Proficient in navigating social media platforms.
• Real Team Player – we adopt a collaborative approach, and you must enjoy working as a part of a team.
• Genuine passion to help people and problem solve.

Our Company Values

At Switch2, our values guide how we work, collaborate, and deliver for our customers and each other.

Commitment – Passion with purpose

Innovation – Delivering today, shaping tomorrow.

Teamwork – Empowering individually to achieve collectively

Together – Strong relationships, stronger outcomes

Resilience – Facing challenges, embracing change

Switch2 Energy is an equal opportunities employer.