Specialist Incasso - Binnenlandse Energie

Job Description

Supporting our customers with care, clarity and respect is central to what we do. As a Debt Recovery Specialist - Domestic Energy, you'll work with customers who have fallen behind on their energy payments-many of whom may be facing financial hardship, vulnerability, or major life changes.

You'll take the time to understand each customer's situation, offering clear, practical guidance and working collaboratively to agree fair, affordable and sustainable repayment solutions.

This role calls for strong emotional intelligence, sound judgement and resilience. You'll often manage sensitive and challenging conversations, always treating customers with empathy and dignity, while balancing the need to protect revenue and meet regulatory requirements.

Customer & Industry Context

In this role, you'll support domestic customers across the UK energy sector, dealing with a wide range of contract types, billing arrangements and metering setups. Many interactions will take place during times of financial pressure, requiring a thoughtful, informed and customer-focused approach.

Responsibilities

• Manage inbound/outbound contact with customers in arrears
• Handle sensitive conversations with empathy and professionalism
• Review accounts, balances and payment history
• Identify vulnerability and assess ability to pay
• Agree fair, sustainable repayment solutions
• Follow Ofgem guidance and internal policies
• Signpost to relevant support services
• Escalate complex or high-risk cases
• Maintain accurate records and case notes
• Apply appropriate challenge to ensure fair outcomes and reduce risk.
• Work to individual and team KPIs, maintaining strong performance, customer outcomes, and regulatory compliance.

What you'll need to succeed

As a calm, empathetic and professional individual, you're confident handling difficult conversations and adapting to customer needs. You're open to feedback, committed to improvement, and balance customer care with sound business judgement.

Essentials

• Empathetic, resilient communicator, confident handling sensitive conversations
• Strong listening, questioning and problem-solving skills with sound judgement
• Customer-focused with experience in contact centre or support roles
• Excellent written and verbal communication skills
• Able to balance empathy with firm decision-making
• Detail-oriented with accurate record keeping
• Collaborative, proactive and committed to continuous improvement

Desirables

• Experience in debt recovery, collections or financial hardship support
• Experience working with vulnerable customers
• Experience in utilities, energy or financial services
• Knowledge of domestic energy billing and payment support options
• Understanding of regulatory requirements (e.g. Ofgem, Treating Customers Fairly)
• Awareness of data protection, confidentiality and defined collections processes

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 week/ once a month / 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.

For our full list of benefits please click here.

Our Commitment

We're a Committed Member of Inclusive Employers and value people's differences - we recognise the strength that they give us. We work hard to be a supportive community where everyone has equal opportunities and we encourage applications from people irrespective of background, circumstances, age, disability, ethnicity, religion or belief, gender identity or sexual orientation.