Debt Recovery Assistant
About The RoleWorking within Ecotricity's retail operation, the objective of this position is to maximise cash collections and minimise bad debt through excellent customer service and effective debt recovery processes. We have the challenging task of balancing the needs of our customerswith our needs as a business, all within a regulatory framework shaped byquality, compliance and a drive for exceptional customer service.The department is both the middle and the end of the customer journey, aiming to rehabilitate customers struggling with their energy bills back to financial health. This means that we have a responsibility to try and resolve all manner of complex queries, providing opportunities within the teamt o take on greater ownership.
We have 3 main functions; a Business team, a support function thatworks with our domestic customers to identify their ability to pay and helpthem become and remain debt free, and, a debt recovery function that managesthe end to end process of passing accounts to external debt collection agents.This role is in the Debt Recovery function.
What will you do?
- Resolve queries from internal and external customers and 3rd parties within specified timescales through multiple communication channels.Identify, investigate and resolve complex queries.Process and progress accounts through our internal and external debt collection processesAscertain full contact details (full name, telephone & address etc.) and, obtain information on (previous) customers for tracing purposes, which involves liaising with letting agents, landlords, housing associations, etc.Arrange the disconnection of gas and electricity supplies or the installation of prepayment meters.Arrange the re-connection of gas and electricity supplies.Process, analyse, cleanse and format data for debt collection purposes.Liaising with third party debt companies and solicitors on a daily basis regarding customers' accounts, arranging pre-disconnection visits, processing visit results.Liaising with other departments within the company to sort out any issues preventing debt collection.Updating database systems and records accurately including external industry bodies.Identify bad debt.Meeting targets.Provide assistance to other departments for debt related mattersTo complete any other reporting or monitoring of workload as requestedAny other ad-hoc duties as requested by Manager or Head of Department
About the Candidate
- Liaison with industry participants, industry bodies and external customers Ability to build rapportConfident and professional telephone mannerExcellent attention to detail and investigative skillsHigh level of numeracy, accuracy and problem solving abilityGood computer literacy; adept with Microsoft Office and experience of bespoke software packages Experience of using multiple IT systems simultaneouslyExcellent listening skills, and verbal & written communication skillsAbility to organise workload and multiple priorities
Treats customers the way we like to be treated ourselvesSolutions focused and resourcefulCommitted to continual improvement
Ecotricity is the greenest energy company in Britain. In fact, when we started back in 1995, we were the first green electricity company in the world.
Our mission was and remains to change the way energy is made and used - after introducing green electricity to the world, we introduced green gas to Britain in 2010 too.
Our model is unique: we use our customers' energy bills to fund the building of new sources of green energy. We like to refer to this as turning 'bills into mills' - energy bills into energy mills, whether that's wind, sun, sea or gasmills.
We've built over seventy wind and sun parks across Britain, we're planning to build Britain's first ever Green Gasmills, and through Britwind, our small wind company, we design, build and deliver small wind turbines to landowners and businesses throughout Britain and the world!
We don't just focus on energy though - we built and run the Electric Highway, Britain's leading network of electric car chargepoints, we helped Forest Green Rovers become the greenest football club in the world, and launched Britain's greenest mobile phone service, Ecotalk.
We're a not-for-dividend company too - which means we're free to use the money we make for our mission and our mission alone.
We do all of this with the help of our customers - and the awesome team of people here at Ecotricity. Our people believe in our mission - they're amazing at what they do, and they make a difference every day they come into work.
This job was originally posted as www.totaljobs.com/job/80682551