Customer Payments Advisor

One Utility Bill; Newcastle upon Tyne; Hybrid; GBP 25,000 - 31,000; Full time

Job summary

One Utility Bill Ltd. is seeking a Customer Payments Advisor to join its Payments team. You will handle a portfolio of customers with overdue payments, making 60 outbound calls daily, and respond to queries via email and phone, aiming for timely payments and resolution of disputes.

The role is office-based initially, with probation leading to up to 2 days from home. Working hours include rotating shifts 8am-4pm and 10am-6pm, and a total annual salary of £27,976 with £2,000 bonuses if objectives

Qualifications

• Confident speaking on the phone.
• Self-motivated and driven by targets.
• Great listening and communication skills.
• Excellent time management and multitasking.
• Unfraid to speak up with new ideas.

Responsibilities

• Own a portfolio of customers with overdue payments.
• Make 60 outbound calls per day.
• Manage queries via inbound and email with goals and targets.
• Obtain payments and resolve disputes in a timely manner.
• Guide customers back to financial stability and satisfaction.

Skills

Phone communication

Target driven

Active listening

Time management

Idea contribution

Job description

Customer Payments Advisor

Permanent | £27,976 | £2400 OTE

A little bit about us

We are a tech business that bundle household bills into one fixed monthly payment. One payment means easier finances, less time on the phone to suppliers, and less admin. It’s a game changer.

It’s also a gorgeous place to work. Everybody gets stuck in to make things work, the team will make you feel welcome from day one, and the office is near some pretty great pubs.

What you’ll be doing

You’ll be in our busy Payments team helping to navigate our customer's journey and bring people back to financial health. Taking ownership of a portfolio of customers with overdue payments, making 60 outbound calls per day, managing queries via inbound and e-mail correspondence with goals and targets in place. Obtaining payment, resolving queries/disputes, and where appropriate agreeing to a payment in a timely and satisfactory manner.

As a member of our dynamic Payments team, you will play a vital role in guiding our customers back to financial stability whilst also engaging with customers, addressing their issues, and ensuring they leave the conversation satisfied.

Join us and help make a difference in our customers journey!

A little bit about you

Confident speaking on the phone

Self motivated & driven by targets

Great listening and communication skills

Excellent at time management and multitasking

Unafraid to speak up with new ideas

What you’ll get from us

As well as all of the great perks listed below, here’s what you can expect to gain financially from this role…

An annual salary of £27,976

£2000 per year in bonuses paid to the full company if we achieve our shared objectives

How we do stuff around here

We’re a fast-growing, high-performing business and that’s because everyone chips in to make things work and we all know what we need to do to succeed. Performance metrics are only part of the equation, they tell us what we need to achieve. Our company values and goals tell us why and our competencies, how. Here’s some key OUB terminology that you’ll become very familiar with.

Our Company Values

• Matter | Everyone’s role is essential, OUB is on a mission and we can’t do it without you.
• Own It | Take responsibility for your domain. Trust yourself and trust others to deliver.
• Graft | Work hard and smart. That’s how we grow and do the best for our customers.
• Work as One | Respect other people. Try to leave your ego at the door.
• Do the Right Thing | Treat everybody well and do your best. Support one another’s goals.
• Drop and Roll | Learn from mistakes, get comfy with change and do your best to adapt.
• Set the Bar High | Whether your solving problems or making a brew. Do it with gusto.
• Be Fiercely You | Be human and be genuine. Bring your skills and yourself to work.
• Enjoy the Journey | Have some fun, and make sure others do too.

Our Competencies

• Dependable | Taking ownership of performance and demonstrating accountability.
• Customer First | Thinking about the customer before making any decision.
• Co-Star | Collaborating and communicating. Showing a commitment to shared goals.
• Expert | Seeking out knowledge and opportunities to perform better in my role.
• Leadership | Communicating shared goals clearly and effectively.

This role will be fully office based for the first 6 months. Following a successful probation period, there will be opportunity to work up to 2 days from home.

The working hours are weekly rotating shifts of 8am-4pm and 10am-6pm.

Be Fiercely You isn't just a value, it's how we thrive! We believe our strength comes from a truly diverse team where everyone feels valued and respected. If you're passionate about what you do, we want to hear from you, no matter your background