Customer collections advisor

New
  • Location
    Northampton, Northamptonshire
  • Job type
    Permanent
  • Industry
    Call Centre and Customer Service
  • External Reference
    ADCUS01
  • Category
    Sales & Retail - Customer Service Advisor

Customer collections advisor


Our client a Market leading Energy Provider require an accomplished customer service advisor to join them for an exciting and interesting engagement within social media customer resolutions.



Job Title: Customer collections Advisor


Location: Northampton


Start: April 2022


Salary: Competitive


Pay Cycle: Monthly Pay



Hours:


37.5 hours per week


Monday- Friday between 8am-5pm



The Role:


You will be working as part of our Customer service team. The role will involve communicating with existing customers helping to resolve any queries or complaints


Is providing fantastic Customer Service your skillset?....... then read on!


About Us...



  • As an energy services and solutions company, we put customers and colleagues at the heart of everything we do, to add value for all. We share a common purpose to help our customers live sustainably, simply and affordably!

  • Our customers and our colleagues are our priority. Our mission is to provide energy services and solutions to our customers Sustainably. Affordably and Simply. It's what we do best. We're proud to live our values every single day. We care. We're courageous. We collaborate with each other.



  • Lockdown has taught us that nothing is impossible, so if you want to work from home then that works for us! We'll supply all your IT equipment- you'll just need a desk, a comfortable chair and a stable, wired internet connection (10mps)



What you'll be doing…



  • Work on an automatic dialler and manage a ledger.

  • Actively engage with training to implement skills to identify the cause of the outstanding balance and how to resolve or escalate the account to the appropriate pathway.

  • Proactively identify the reasons for arrears and adapt collection technique to negotiate mutually agreeable payment terms.

  • Remain compliant with business, industry and departmental policies and regulations.

  • Meet objectives to the rated standard, ensuring KPI's are met on an hourly, daily, weekly and monthly basis.

  • Update customer account information within company guidelines.

  • Accurately note the account with actions taken and nature of the call and raise customer queries to the correct department to maintain customer satisfaction and company reputation.

  • Identify complex accounts and escalate them to the appropriate person/ team or process to support the customer.


And the skills we need from you. You'll need to be digitally savvy .



  • Demonstrate good communication skills to quickly build a picture of a customer's circumstances and needs, through; effective questioning and active listening.

  • Demonstrate relevant experience in seeking win-win outcomes both for the customer and the business through negotiation and influencing skills.

  • Experience of coping in a fast paced and frequently changing target driven environment.

  • Competent in MS word, Outlook and MS excel.

  • Ability to learn new systems quickly.

  • Ideally call centre collections environment experience.

  • Able to formulate basic written correspondence in a well-constructed manner to internal colleagues, customers or third parties.


Measures of success:



  • Consistently achieve collection targets and quality assurance performance.

  • Demonstrate ability to work effective account management.

  • Ability to perform ledger reviews and resolve customer accounts.

  • Seen as a trusted engaged member of the team.


How you need to act:



  • Show excellent commitment to customer care and provide a quality service to all customers through demonstrating patience and empathy.

  • Respond positively to feedback and take an active interest in own development through learning new skills.

  • Demonstrate emotional intelligence through self-control and resilience - able to handle difficult calls including complaints objectively.

  • Enthusiastic, confident, self-motivated and driven by achieving targets


It's important that we do the right thing and we will carry out financial, criminal record and reference checks before you start working with us.











Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy










To speak to a recruitment expert please contact Ash Miah