Empathetic Debt Recovery Specialist

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

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.