Energy Customer Credit Specialist

Octopus Energy; Coventry; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Starting salary £27,000

Probation progression to £29,700

Access to Octopus Employee Benefits

Job summary

Octopus Energy in Coventry is seeking a Credit Specialist who can empathetically support customers in financial difficulty while managing a busy workload. You’ll handle calls, emails, and texts, and use PayLink to review affordability and set repayment plans.

You will own cases end-to-end and identify vulnerable customers to tailor care. The role emphasizes fast, careful decision-making and a commitment to first-class service, with a supportive team culture and opportunities to grow within

Qualifications

• Be passionate about customers and always seek to provide a first class service.
• A fast learner that has meticulous attention to detail.
• Fluid and comfortable in a fast paced environment where you might be pulled in different directions.
• Experience in credit collections or the energy industry is a bonus, but not essential – we’re more interested in your passion for helping customers and making a difference.
• Able to manage your own workload.
• Helpful and patient (it’s a job with a thousand questions!)
• Strong emotional resilience and empathy to support customers through challenging conversations at pace
• A self starter that can use their own initiative to problem solve and make sound decisions.

Responsibilities

• Talking to customers that might be in financial difficulty.
• Handling customer communications through a range of channels such as inbound and outbound phone calls, emails and text messages.
• Using your initiative to find the best way forward through agreeing appropriate repayment plans using external tools such as PayLink to review affordability levels and engage with customers to agree repayment plans.
• Own customer issues from start to finish, resolving problems and maintaining contact throughout.
• Identifying vulnerabilities customers may have - both financially and non-financially - to ensure we are providing the most appropriate level of care and service to them.

Job description

Octopus Energy in Coventry is seeking a Credit Specialist who can empathetically support customers in financial difficulty while managing a busy workload. You’ll handle calls, emails, and texts, and use PayLink to review affordability and set repayment plans.

You will own cases end-to-end and identify vulnerable customers to tailor care. The role emphasizes fast, careful decision-making and a commitment to first-class service, with a supportive team culture and opportunities to grow within