Debt Recovery Specialist

Job Description

As a Debt Recovery Specialist, you'll be at the forefront of supporting our customers, proactively managing accounts in arrears, and ensuring fair treatment for everyone, especially those in vulnerable situations. You'll use your communication and problem-solving skills to navigate complex cases and drive positive outcomes.

Responsibilities

• Customer Contact: Proactively contact customers in arrears via phone and email to discuss their accounts.
• Payment Support: Provide knowledge and support to customers in a debt position, guiding them through payment plans and income/expenditure forms.
• Vulnerability Identification: Identify and log vulnerable customers, ensuring they receive appropriate care and support.
• Financial Assessment: Distinguish between "can't pay" and "won't pay" scenarios, offering tailored support and signposting for those in genuine financial difficulty.
• Engagement Management: Manage customers who are unwilling to engage, adhering strictly to Good Energy's collections processes and regulatory guidelines.
• Complex Case Resolution: Proactively manage complex billing and metering queries, liaising with other departments to resolve issues and ensure accurate bills.
• Payment Collection: Conduct confident conversations to secure payments, arrange suitable payment plans, or set up Direct Debits.
• Professional Development: Take ownership of your personal development, actively seeking and applying feedback to achieve exceptional Quality Assurance.
• Industry Knowledge: Continuously develop your knowledge of the energy industry, energy efficiency, and renewables to better support customers.
• Target Achievement: Strive to achieve monthly business and individual Key Performance Indicators (KPIs).

What you'll need to succeed

This role would be ideal for a compassionate and resilient individual who truly enjoys engaging with customers. It perfectly suits someone with a natural ability to empathise with people facing difficult financial situations, coupled with the strength to navigate challenging conversations, such as those that arise when helping individuals manage their finances or navigate complex personal challenges, while always maintaining a supportive and understanding approach.

Key attributes we're looking for are

• Kindness & Honesty: Someone who consistently demonstrates genuine warmth, transparency, and integrity in all interactions.
• Empathy: The ability to deeply understand and share the feelings of others, putting yourself in their shoes.
• Creative Problem-Solver: A natural inclination to think outside the box, generating novel ideas and effective solutions with determination.
• Reliable & Driven: Consistently dependable and trustworthy, possessing a strong internal motivation to achieve results and continuously improve.
• Adaptable & Optimistic: Approaches challenges with a positive outlook, easily adjusting to new conditions, changes, and unexpected situations.
• Engaging Communicator: Naturally charismatic and able to connect with people, fostering positive interactions and collaboration through engaging communication.

Essentials

• Excellent communication skills, both written and verbal
• Previous experience of having difficult conversations with customers, including vulnerable customers.
• Analytical, with a strong ability to solve problems.
• Adaptive learner with a thirst for knowledge
• Proactive about building your own knowledge and driving your own development.
• A good collaborator, sharing and collaborating with others.
• Motivated, positive, confident, and personable
• Attention to detail and pride in your accuracy.

Desirable

• Knowledge or experience of renewables and/or the energy industry.
• Experience of outbound debt collections. Proactively calling domestic customers.
• Previous experience of ground level debt collection

Hybrid working explained: When and where you'll be in the office

Our office is based in Chippenham, Wiltshire. For this role, we're looking for candidates who can come in to our Chippenham office once a month or once a quarter, based on location.

We offer both formal and informal flexible working options. Full-time hours are 37.5 per week, Monday to Friday.

The office is fully accessible, allowing everyone to participate fully in their working lives regardless of any mobility challenges. We promote work-life balance and flexibility through hybrid working, which combines both remote and office work.

Benefits you can rely on

Great allowances for hybrid working:

🏡 £500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.

🚆 £500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.

📖 £500 annual development allowance: to spend on your chosen development area, whether that's in your current role, or future roles.

🎁 8% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.

🌞 Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You'll also have the option to buy additional leave, allowing for a better work-life balance.

💸 Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.