SME Energy Debt Collections Specialist (Hybrid)

Green Britain Group; Stroud; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Healthcare plan

Life assurance

Pension contribution

Volunteering Day

Hybrid Working

Company discounts

25 days holiday + bank holidays

Cycle to work scheme

Onsite parking

Job summary

Ecotricity is seeking a Commercial Debt SME Assistant to manage SME energy debt, maximizing cash collections while minimizing bad debt. You will report to the Commercial Debt SME Team Leader and collaborate with B2B colleagues, ensuring regulatory compliance and a strong customer service standard.

The role requires being based within a reasonable distance of Stroud, with a minimum three days per week in the office as part of the hybrid rota.

Qualifications

• Experience in collections, ideally in energy or utilities sector.
• Multiskilled and flexible to fluctuating workloads.
• Numerate with strong analytical skills for root-cause analysis.
• Excellent listening and written/verbal communication abilities.

Responsibilities

• Handle inbound and outbound calls in line with quality and KPI targets.
• Meet dunning targets and maintain collections against set KPIs.
• Ensure SME customer base complies with applicable regulations and refund procedures.
• Investigate and resolve complaints within agreed timescales.
• Resolve queries from customers across multiple channels within specified times.
• Prepare accounts for handover to Escalations Team with accurate data.
• Negotiate and set payment plans to achieve fair outcomes.
• Support vulnerability and affordability practices in line with regulatory requirements.
• Identify high-risk or delinquent SME customers and escalate as needed.
• Collaborate with colleagues across debt-related workstreams to avoid blockages to collections.
• Undertake project-based work across Ecotricity group to maintain service quality.

Skills

Collections

Multiskilled

Numerate

Analytical thinking

Communication

Organised workload

Team player

MS Office

Customer service

Job description

Ecotricity is seeking a Commercial Debt SME Assistant to manage SME energy debt, maximizing cash collections while minimizing bad debt. You will report to the Commercial Debt SME Team Leader and collaborate with B2B colleagues, ensuring regulatory compliance and a strong customer service standard.

The role requires being based within a reasonable distance of Stroud, with a minimum three days per week in the office as part of the hybrid rota.