The Commercial Debt Escalation Assistant will be responsible for the daily management of escalating accounts that have exhausted the recovery process by the SME and Strategic Teams at the end of the collection cycle, or where the teams have been unsuccessful, or the account is identified as high risk.
This role requires proven experience in debt recovery. Reporting directly to the Commercial Debt Escalations Manager you will be responsible for the day-to-day escalation of all commercial debt accounts through to litigation if required, which is critical to the recovery of monies outstanding to the business.
What you will do
* Resolve queries from internal and external customers within specified timescales through multiple communication channels.
* Help minimise bad debt/write offs and investigate responsibility issues using all relevant material (i.e., companies House, Google, credit checking, etc.) to obtain vital information to secure debt position.
* Liaise with Solicitors and Third-party Debt Collection Agencies to process accounts for action and support with both litigation and isolation processes.
* Communicate and negotiate payment plans with customers for both the customer and the business to ensure a fair outcome.
* Arrange where applicable pre-disconnection visits.
* Ensure timely On Hold and Escalations work within KPI’s set.
* Manage customers' vulnerability and affordability, ensuring we are treating our customers fairly and in line with our regulatory requirements.
* Identify any issues and blockers that will prevent Legal Action from taking place and act accordingly.
* Maintain a positive learning environment that empowers and develops you and your colleagues.
* Administer all Liquidation, Administration, and Insolvencies.
* Undertake other project-based work as the need arises from across the Ecotricity group, aimed at delivering a high and consistent quality of service to Ecotricity customers.
About You
Knowledge, skills, and experience required
* Previous experience working in a collections environment, ideally from an Energy background.
* Multiskilled and flexible, adapting to fluctuating workloads in a fast-paced environment. You will have numerate and analytical skills to perform root cause analysis.
* Experience in Insolvencies, Administrations, and liquidations is desirable.
* Enthusiastic about people and helping our customers.
* Excellent listening skills and verbal and written communication skills.
* Ability to organise own workload and manage multiple priorities, working under own initiative.
* Team player demonstrating appropriate behaviours.
* Competent in using all other Microsoft Office packages.
About Us
What's in it for you...
Healthcare plan, life assurance, and generous pension contribution.
Various company discounts (including shops, gym, days out, and events).
Holiday of 25 days (plus bank holidays) & ability to buy/sell days.
Cycle to work scheme, car pooling, and onsite parking available.
As a valued member of the team, you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025.
Flexibility statement
The fast-moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.
Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.
Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.
We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks, and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of - grass.
We don't just focus on energy though - we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service
* Utilities
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