Collections Agent

Ref: 3829| Posted: 4th Mar 2019

This vacancy is now closed

Collections Agent

Salary: £19,500

Location: Chippenham

Hours: 37.5 Full time


Role Purpose:

As a Collections Agent within Customer Services you’ll work in close partnership with colleagues across Customer Services and the rest of the business to deliver on our customer promises and achieve team and business targets. You’ll be supported by a Collections Coach and the Collections Manager.

You’ll need to be able to identify the difference between ‘can’t pay’ and ‘won’t pay’ and take the appropriate action in each case. You’ll need to ensure you’re aware of and adhere to data protection and energy industry regulations; we’ll teach you what you need to know. You’ll need to be able to seamlessly switch between domestic, business and key commercial accounts and adjust your approach to these customers to suit their needs.


• Delivering exceptional customer service ensuring each interaction provides a customer experience that focuses on fulfilling the customer's needs, and builds trust and value with them

• Collect outstanding balances from customers and negotiating payment plans that repay any debts whilst considering the customer’s needs

• Be confident in contacting customers primarily by telephone to explain complex issues, resolving queries and preventing unnecessary future contact from the customer where possible

• Continuously developing your knowledge relating to the energy industry, energy efficiency, and renewables to ensure you can effectively support and develop customer knowledge

• Proactively owning your development and learning to ensure you remain expert in any new company  propositions and industry developments

• Identifying opportunities and making recommendations to enable the business to constantly improve its delivery to customers


About you:

With a positive mind-set, you’ll be a confident individual, personable and be motivated to achieve. You’ll possess demonstrable experience of working within a B2B and B2C collections function and be proactive about building your own knowledge and driving your own development.

In addition, you’ll be a good team player, who is passionate about sharing and collaborating with others. You’ll possess excellent communication skills both written and verbal with a strong ability to problem solve. 

Knowledge, Skills and Experience:


  • • Excellent communication skills both written and verbal
  • • Excellent telephone manner
  • • Analytical, with a strong ability to problem solve
  • • Quick learner with a thirst for knowledge
  • • Proactive about building your own knowledge and driving your own development
  • • A good team player, sharing and collaborating with others

The C&D Group are acting as an employment agency in regards to this role