Debt Recovery Assistant

Job Description

The main purpose of the role is to manage our domestic customers through the debt recovery journey. This includes dealing with outcomes following a debt collection visit by our third party, which might involve escalating and co-ordinating the fitting of a Pay As You Go meter via the warrant process. There could be other elements of the process that you would work on, such as updating our customer data, fixing any issues preventing debt collection, and supporting our customers who are behind with their energy bills.

The work we do will have a significant impact on both the business and customers, so getting it right first time is crucial.

For this role, you'll need to be based within a reasonable distance and able to travel to our office in Stroud, Gloucestershire as the role required a weekly office presence, inline with the agreed hybrid working rota.

Core Responsibilities

• Escalate accounts to our third-party debt collection agencies and manage any queries as a result of this
• Co-ordinate the end-to-end process of force fitting Pay As You Go meters for those customers who are not willing to co-operate
• Investigate and resolve complex customer or account queries, providing resolutions within the agreed timeframes
• Work with other departments to fix accounts so they can go through the debt recovery process
• Liaising with letting agents, landlords, housing associations and other third parties to establish who is responsible for the energy usage at a property
• Any other ad-hoc duties as requested by Manager or Head of Department

About You

Working within the Debt Recovery Team, you will be multi skilled and flexible and be reactive within a fast-paced office environment with fluctuating workloads. You will be positive and keen to learn with a can-do attitude.

You should be passionate about helping our customers and can think outside the box. You have experience in customer service and have excellent verbal and written communication skills, investigative skills and a great eye for detail.

In addition to the core responsibilities, you may undertake other project-based work as the need arises within Ecotricity - all aimed at delivering a high and consistent quality of service to our customers.

Essential Skills

• Experience in providing an excellent level of customer service
• Excellent attention to detail
• Good computer literacy, including Microsoft Word and Excel
• Experience in using multiple 'sector specific' software packages would be useful, but not essential
• Excellent listening skills and verbal and written communication skills
• Ability to organise workload and multiple priorities
• Effective objection handling
• Numeracy and problem-solving skills
• Team Player
• Ability to build rapport
• Committed to continual improvement

What's in it for you...

• Healthcare plan, life assurance and generous pension contribution
• Volunteering Day
• Hybrid Working
• Various company discounts (including shops, gyms, days out and events)
• Holiday of 25 days (plus bank holidays) & ability to buy/sell days
• Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

The fast moving nature of the business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment. Ecotricity is Britain's overall greenest energy company- it's more than just green energy - the breadth and depth of our work on green issues is unmatched. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy. We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we have built windmills and sun parks in Britain. We call this turning 'bills into mills'. We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.