Collections Agent - Utilities Contact Centre

We are looking for high performance, target driven individuals, with exceptional communication skills. The main purpose of the role will be to speak to customers that have an outstanding balance and help them get out of debt and prevent them falling back into debt by ensuring right and sustainable actions are in place.

Key responsibilities:
As a Senior Associate: Operations you will:
· Be required to proactively contact customers both by telephone and in writing. This will require both inbound
and outbound calling, most of which will involve ‘telephone dialler’ activity;
· Be required to work to agreed quality standards and within agreed timescales;
· Be responsible for proactively developing and maintaining your specialist industry, business and system
knowledge;
· Be responsible for managing complaints and ensuring the compliance of these;
· Need to liaise with both internal and external colleagues throughout the business and externally with
customers;
· Have knowledge of debt collection techniques and be able to demonstrate excellent negotiation and
communication skills;
· Work 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 agreed SLA’s. Part of the role will be to mitigate any risk
to our client and take necessary escalation action as appropriate;
· Maintain 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