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Credit Control Assistant

Location:
Stroud
Salary Details:
£19,000- £21,500
11 Jul 2022
About The Role

Working within Ecotricity’s Group Finance operation, the objective of this position is to maximise cash collections and minimise bad debt through excellent customer service and effective debt recovery processes.  

 

We have the challenging task of balancing the needs of our customers with our needs as a business, all within a regulatory framework shaped by quality, compliance and a drive for exceptional customer service. 

 

The department is both the middle and the end of the customer journey, aiming to rehabilitate customers struggling with their energy bills back to financial health. This means that we have a responsibility to try and resolve all manner of complex queries, providing opportunities within the team to take on greater ownership. 

 

This role is in the Collections function. This team is open six days a week from 8:30am - 7pm, therefore Saturday work is required on a Rota basis. 

 

Working within Debt Management you will be multi skilled and flexible; able to be reactive within a fast-paced office environment with fluctuating workloads. You will be positive and keen to learn with a can-do attitude. The department is very friendly but extremely professional with the customer experience always its focus. 

 

In addition to the core responsibilities, you may be responsible for undertaking other project-based work as the need arises from across Ecotricity group – all aimed at delivering a high and consistent quality of service to Ecotricity customers. 

Core Responsibilities 

  • Handle and resolve inbound calls with customers who are suffering financial difficulty, take payments and discuss affordable repayment options to collect any arrears and avoid future issues. 
  • Complete outbound calls to customers who are in debt to take payments or discuss affordable repayment options to collect any arrears and avoid future issues. 
  • Negotiate payment of arrears and/or agree affordable repayment plans to get the best possible outcome for the customer and the Company. 
  • Investigate and resolve complex, sensitive, or high value customer queries, providing resolutions within specified timescales through multiple communication channels.
  • Process and progress accounts through our internal debt collection processes. 
  • Ability to Identify bad debt.
  • Ascertain full contact details (full name, telephone & address etc.) for our customers, which may involve liaising with letting agents, landlords, housing associations, etc. 
  • Liaise with other departments within the company to sort out any issues preventing debt collection and aid their development to ensure they obtain best outcomes for the customer and the Company. 
  • Process, cleanse and format data for debt collection purposes.
  • Update systems and records accurately including external industry bodies. 
  • Work within the team to achieve both personal and team objective set by team leader or manager. 

Additional Responsibilities 

  • Help other departments for debt related matters
  • To complete any other reporting or monitoring of workload as requested
  • Any other ad-hoc duties as requested by Manager or Head of Department

About You
 Skills and Experience  
  • Previous experience in customer service roles
  • Team Player with ability to build rapport
  • Confident and professional telephone manner
  • Excellent attention to detail and investigative skills
  • High level of numeracy, accuracy, and problem-solving ability
  • Good computer literacy; adept with Microsoft Office and experience of bespoke software packages 
  • Experience of using multiple IT systems simultaneously
  • Excellent listening skills, and verbal & written communication skills
  • Ability to organise workload and multiple priorities
  • Common Sense and ability to work on own initiative
About Us

What's in it for you...

  • Healthcare plan, life assurance and generous pension contribution
  • Volunteering day
  • Hybrid working
  • Various company discounts (including shops, 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 targets to make the Green Britain Group net carbon neutral by 2025

 

Flexibility statement 

The fast moving nature of the company's 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 use it's people in the best possible way at all times and helps the employees to make make their contribution in a changing environment.  

Ecotricity is Britain's greenest energy company. 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 build windmills and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2022, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass. 

We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk + RSPB. 

 

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