Ecotricity Home
  • My Ecotricity Jobs
  • Register

Debt Collection Assistant

Salary Details:
£17,100-£23,000 DOE
Advertising End Date:
31 Jan 2020
About The Role

Would you like a job where no two days are the same? Do you want to support customers in financial difficulty and help them turn things around? 

The role of Collections Assistant is all about making a real difference to people's lives - helping them get out of difficulty and getting them on the right track again. 

If you have an inquisitive mind and like investigating, if you love talking to people and making a positive difference, this could be the role for you. 

The Collections Assistant position is a varied role that involves inbound and outbound calling, as well as casework. And by supporting domestic/business customers who are behind on their energy bills, you'll be helping our customers and the company at the same time.

What You Will Do

  • Handle and resolve inbound calls with customers who are suffering financial difficulty and agree affordable repayment arrangements to collect any arrears and avoid future issues
  • Complete outbound calls to customers  who are in debt to take payments or set arrangements
  • 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 the agreed time frames
  • Work within the team to achieve both personal and team objectives, sharing specialist knowledge and experience with others in the team to aid their development and ensure they obtain the best outcomes.
About You

What Will You Bring

  • Proven arrears collection experience, preferably in the energy industry or another regulated business
  • Able to evidence successful arrears collection from domestic and business customers
  • Fully understands customer circumstances to identify appropriate solutions including ability to analyse customer income & expenditure appropriately
  • Excellent attention to detail and investigative skills
  • Confident communicating with customers in challenging situations and able to show empathy without being judgemental
  • Strong negotiation and reasoning skills with sound judgement
  • Able to explain options and solutions in a clear and concise manner, and handle objections
  • Excellent time management skills
  • Able to identify and assess vulnerable customers
About Us
Ecotricity is the greenest energy company in Britain. In fact, when we started back in 1995, we were the first green electricity company in the world.

Our mission was and remains to change the way energy is made and used – after introducing green electricity to the world, we introduced green gas to Britain in 2010 too.

Our model is unique: we use our customers’ energy bills to fund the building of new sources of green energy. We like to refer to this as turning ‘bills into mills’ – energy bills into energy mills, whether that’s wind, sun, sea or gasmills.

We’ve built over seventy wind and sun parks across Britain, we’re planning to build Britain’s first ever Green Gasmills, and through Britwind, our small wind company, we design, build and deliver small wind turbines to landowners and businesses throughout Britain and the world!

We don’t just focus on energy though – we built and run the Electric Highway, Britain’s leading network of electric car chargepoints, we helped Forest Green Rovers become the greenest football club in the world, and launched Britain’s greenest mobile phone service, Ecotalk.

We’re a not-for-dividend company too – which means we’re free to use the money we make for our mission and our mission alone.

We do all of this with the help of our customers – and the awesome team of people here at Ecotricity. Our people believe in our mission – they’re amazing at what they do, and they make a difference every day they come into work.