No day will be the same – here are some of the highlights
Providing exceptional support and advice to our customers is at the heart of our business. As a Collections Specialist – Domestic Energy, you will support customers who are in arrears by managing outstanding balances, working through disputes and agreeing sustainable repayment solutions, and protecting both customer relationships and business revenue.
You will ensure collections activity is completed in line with internal policy and regulatory expectations, taking early proactive steps to manage arrears while adhering to the principles of Treating Customers Fairly.
This role requires a confident, balanced approach combining empathy, commercial awareness, and effective decision making to deliver fair outcomes for customers and the business.
Responsibilities
- Manage inbound and outbound contact with customers regarding overdue accounts
- Review billing, balances and energy consumption across customer accounts
- Negotiate payment solutions and repayment plans to support timely resolution
- Identify and escalate disputes, vulnerabilities and solvency risks in line with policy
- Apply collections processes in line with regulatory and company requirements
- Maintain accurate account records and case notes
- Work collaboratively with internal teams to resolve customer queries effectively
- Contribute to continuous improvement and maintain high quality standards
- Develop industry knowledge to provide informed customer support
- Achieve individual and team KPIs within a target-driven environment while maintaining compliance and customer focus
Qualifications
- Confident communicator able to handle difficult conversations professionally
- Balance empathy with a commercial and outcome-focused approach
- Strong problem solving, analytical and negotiation skills
- Resilient, adaptable and comfortable working to targets and processes
- Previous experience in debt collection, arrears or a contact centre environment
- Collaborative, proactive and motivated team player with strong attention to detail
- Excellent written and verbal communication skills
- Experience in debt recovery, credit control, utilities or financial services
- Experience supporting commercial or business customers
- Knowledge of the energy or renewables sector
- Outbound collections experience and/or working with external debt recovery agencies
- Awareness of regulatory requirements, including fair customer treatment, financial vulnerability, data protection and collections processes
Hybrid working explained: When and where you’ll be in the office
Our office is based in Chippenham, Wiltshire. Candidates are expected to work from the Chippenham office once a month. Full-time hours are 37.5 per week, Monday to Friday. The office is fully accessible to facilitate participation for all employees.
Benefits you can rely on
We offer a range of benefits to support your well‑being and professional growth.
- £500 work from home allowance, paid monthly alongside your salary
- £500 travel allowance, paid monthly alongside your salary
- £500 annual development allowance, to spend on your chosen development area
- 5% annual bonus scheme designed to reward collective teamwork and delivery of results
- 25 days annual leave, birthday leave, additional leave for long service, and bank holidays; option to purchase additional leave
- Ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of base salary
Commitment
We are a committed member of Inclusive Employers and value people’s differences. 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.
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