Job Type: Permanent
Location: Guernsey
Salary: TBA
Hours of Work: Full Time
Start Date: ASAP
Position Summary:
The Collection Advisor role at Islands Energy Group involves extensive customer liaison to address outstanding debts, including arranging payment plans and providing guidance on payment methods. Responsibilities also include daily customer information updates and assessing situations for gas supply disconnections as a last resort, while ensuring support for vulnerable customers. Additionally, the role encompasses financial reporting tasks such as meter readings, compiling daily takings, and producing statistics on visits and disconnections. The position requires effective management of key relationships, including liaising with meter readers, submitting documents to courts, and engaging with external entities. Performance management, adherence to health and safety protocols, and flexibility in undertaking other duties as required are integral aspects of the role.
Collections Advisor’s Responsibilities:
Effectively communicate with customers through various channels to address outstanding debts and negotiate payment plans.
Manage the implementation and enforcement of payment plans to ensure debt resolution.
Offer advice and guidance to customers on suitable payment methods and options.
Prepare standard template letters for customers in arrears with their bills.
Maintain up-to-date customer information in the computer system on a daily basis.
Assess situations to determine the necessity of disconnecting gas supply to customers as a last resort.
Visit customers' properties to disconnect gas supply when necessary.
Provide support and assistance to vulnerable customers throughout the debt resolution process.
Record accurate meter readings and input them into the billing system as required.
Maintain coin metered gas installations by emptying and setting them appropriately.
Compile daily takings and customer contacts to produce statistical reports.
Generate weekly and monthly statistics on customer visits, disconnections, and reconnections.
Identify opportunities for performance and productivity improvements within the debt collection process.
Support the management and updating of the Debt and Enforcement Plan process.
Establish and maintain effective relationships with meter readers, other departments and external entities such as courts, the Coroner’s office, and regulatory bodies.
Manage key relationships across multiple jurisdictions, including with The Office of Fair Trading, landlords, and estate agents.
Contribute to annual and interim performance reviews, exceed Key Performance Indicators (KPIs), and monitor confirmed service level agreements.
Prioritise personal health and safety and promptly report any risks or near misses via the Hazard reporting procedure.
Fulfil any additional duties as required by Senior Management, including providing support for Back Office Admin processes if necessary.
Minimum Requirements:
Effective communication skills, both verbal and written.
Ability to manage payment plans and enforce them.
Strong organisational skills.
Capability to assess situations regarding gas supply disconnections.
Commitment to supporting vulnerable customers.
Proficiency in recording accurate meter readings.
Ability to establish and maintain effective relationships.
Compliance with health and safety protocols.
Possession of a full clean manual driving licence.
Proficient in using computers and Microsoft Office package (such as Word, Excel, PowerPoint, etc.).
Willingness to fulfil additional duties as required.
Core Competencies:
Effective Communication
Debt Management
Conflict Resolution
Time Management
Legal Compliance
Organisational Skills
Resilience
Problem Solving
Customer Support
Numeracy Skills
Relationship Building
Health and Safety Awareness
Team Player
Attention to detail
Driving Proficiency
Computer Literacy
Adaptability
Continuous learning
Health and Safety:
All staff are expected to follow established health and safety procedures while working for the IEG Group of companies and in accordance with policies developed by IEG. This means:
Complying with and adhering to IEG’s accepted standards and procedures.
Where appropriate, taking responsibility for workplace hazards/risks you identify and communicated to management.
Undertaking regular reviews of workplace risks/hazards that are present in your work.
When, and if, necessary, participate in the investigation of accidents/incidents according to IEG’s procedures.
Undertaking appropriate and effective staff training when required or necessary.
Promoting a healthy and safe workplace.
Actively supporting health and safety initiatives.
Comply with any rehabilitation plan designed with you for a return to work after an accident