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About the job
You will be working for one of the UK's newest residential/commercial energy suppliers with over 1.8 million customers in North America. After a successful few years in which they gained over 7,500 accounts, they are looking to get the team in place to support further growth.
You will be responsible for:
Working with your customers to reduce debt in a timely manner to meet agreed targets. This will involve dealing with customer's queries and internal queries within SLA's.
Proactively contact customers both by telephone and in writing.
Making both inbound and outbound calls.
Processing payments from customers and allocating cash to the debtor's account.
Tracking the invoice query types, values and debt reduction you make.
Liaising internally & externally with colleagues throughout the business and externally with customers of all levels.
Mitigating credit risk and take necessary escalation action as appropriate.
Customer related information on systems to the required standards to progress work, maintain accurate records, identify gaps in customer's records and proactively collect appropriate information.
Ensuring that quality and customer experience are consistent and to a high standard
Debt Management including aged debt
Reporting Performance KPI's to management
Performing quality checks to make sure processes are being adhered to and follow ups are made.
Your performance focus will be:
Minimise debt position as % of turnover
Minimise unallocated Cash
Inbound call response management
Outbound call volume
Your capabilities to be successful will be:
Minimum 2 years' Utility (Gas/Electricity) commercial experience (desirable)
Experience managing high volume collections.
Ability to communicate effectively across all levels of the business, influencing peers in other internal departments and senior managers in external partner companies
Experience acting as an ambassador for the credit control department to the wider business.
High self-motivation levels, target driven, and team player.
Excellent time management
A knowledge of B2B debt collection techniques
Excellent negotiation and communication skills.