Customer Account Manager
Working for one of the UK's leading Field Services companies specialising in providing external field agency solutions primarily to the utilities sector. Head Office is based in Stratford upon Avon.
Benefits
1. Full time role 37.5 hours a week
2. Remote working 2-3 days a week
3. Christmas/NY Closure
4. Holiday 28 days increasing 1 day per year up to 33 days
5. Profit related bonus
6. Work place pension
7. Employee Assistance Scheme
Job Purpose
As a Customer Account Manager, you are responsible for the daily management of accounts referred to us from our Clients. Working with Customers who are primarily in arrears, you will help by ensuring their account is resolved by agreeing and negotiating repayments that are affordable and sustainable to the Customer. This will also include options of a direct debit, the booking of a pre-payment meter, or arranging a meter 'change of mode' on certain account types. In performing this role, there may also be a need to complete varied activity in relation to occupancy updates, metering issues, dispute registration, and highlighting household vulnerability. The management of these accounts is performed by way of telephony or written communication, and will take place ahead of, or after, a Field Representative performs a site visit. The aim is to ensure the relevant account is resolved in a timely and efficient manner, with the best possible outcome achieved for all concerned. This must be done by understanding the customer's individual situation, showing empathy and respect, and providing fair outcomes and positive experiences at all times.
It is imperative that the customer is fully aware of our reason for dealing with the account and should be encouraged to resolve the account, in a fair and professional way, at the earliest possible opportunity. At all times, the customer must be aware of intended action and what can be done to prevent this. Customer vulnerability must be considered when performing activities on the account. This role will also involve liaising with our Clients and our Field Representatives to ensure the most appropriate course of action is taken, with the relevant details provided to the customer as necessary.
Our work is closely monitored and highly regulated, so it is necessary to ensure all processes are followed carefully and correctly, and that company records (including paperwork) are updated fully and accurately.
Responsibilities
1. Receive inbound calls from Customers to discuss and resolve their account.
2. Make outbound calls to Customers, based on arrears owed to Utility company, to resolve the account.
3. Collect payments and/or set up payment arrangements with a high standard of customer service at all times.
4. Negotiate payment and/or payment solutions for individual customers in line with customer needs and company processes.
5. Remain empathic, calm, and act in a professional, respectful, and ethical manner, and have the confidence to deal with a range of different customers and make appropriate recovery decisions based on the current circumstances of each case.
6. Obtain relevant information to record should resolution not be possible.
7. As and when necessary, 'signpost' Customers to the relevant debt advisory organisations in line with vulnerability requirements.
8. Update account information, on both client and our own systems, ensuring the information is clear, accurate, and professionally noted.
9. Deal with, and suitably respond to, written communications from Customers.
10. Liaise with Clients as needed to resolve individual accounts correctly.
11. Ensure any dissatisfaction or complaint from a Customer is registered, and the appropriate process followed so the matter can be correctly handled.
12. Highlight and fully record any vulnerability found when dealing with an account.
13. Highlight and fully record any safety issue or concern found when dealing with an account.
14. Pro-actively look to improve a process or a 'Customer journey' through feedback to your management team.
15. Offer assistance and support to Agents when completing their visits.
16. Update payment reports received from our finance team to ensure the account information remains accurate at all times.
17. Aim to achieve all performance and quality targets.
18. Adhere to all industry, company, and client guidelines when handling accounts.
19. Pro-actively look towards continual improvement or build a process when required.
20. Attend, and have input, into meetings as required.
21. Comply with the company's Quality Policy by following all QMS procedures and related work instructions.
22. Co-operate in the operation of the company's health, safety, and environmental management systems.
23. Take reasonable steps to ensure the safety and security of data and be aware of information security responsibilities in order to preserve data securely.
24. Comply with all legal, regulatory, and statutory requirements.
25. Ensure the fair treatment of customers is central to all behaviour and activity.
Skills & Attributes
1. Excellent interpersonal skills and ability to communicate effectively with a wide range of people, both orally and in writing.
2. Previous experience in debt negotiation/collection, customer service, and conflict resolution is desirable; however, not essential.
3. Confident in dealing with customers over the telephone - including in difficult situations.
4. A positive and results-oriented approach working in a team environment.
5. Target driven and capable of planning your own workload.
6. Good/Competent I.T. skills with accurate keyboard skills.
7. Experience of telephone work is essential.
8. Attention to detail - able to spot errors and rectify mistakes immediately.
9. Tact, diplomacy, and empathy whilst achieving appropriate solutions.
10. Professional and approachable at all times.
11. Knowledge of the Utility industry is desirable; however, not essential.
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