Collections Agent

The primary purpose of the role is to deliver service excellent for both the company and its customers by working in our Customer Contact team.
Hours/Shift Pattern
8.00am-5pm, 9.00am-6pm and 11.00am-8pm
If you opt for a 30 min lunch you would start 30 mins later unless on an early shift
Benefits:
Uncapped monthly commission.
Option of 30min or 60 min lunch agreed when you start
Life Insurance
Pension Contributions of 3% after 3 months
25 days plus B/H (33) 3 days are held for Xmas/NY Closure
This is a key customer facing role predominantly telephony based helping to assist their clients and their customers find the right solution to manage their outstanding utility bills and arrears. You will also assist their agents in the field set up and agree payment plans and process payments from customers. Operating in a contact centre environment dealing with both inbound and outbound calls.
The role is located in our Romford office and involves working with a growing team that works across a range of working times to deliver the full range of services we provide.
In addition, there is a requirement to deliver both Management and Client led KPI’s to ensure we achieve targets set for the business across a range of activities.
Key Responsibilities and Duties
Complete team workloads including but not limited to the following:
Answer incoming calls from their clients’ customers to discuss and arrange suitable resolutions based on their personal circumstances and our clients’ criteria.
Answer incoming call to assist their field agents in dealing with their clients’ customers.
Assist their clients’ customers with their general queries.
Make outbound calls to their client’s customers to attempt to establish contact.
Update the relevant CRM systems with the information relating to your calls from general updates, details on the resolution gained and other data such as meter reads and vulnerability information.
Liaise directly with their clients to establish the correct resolutions for their customers.
Cover team workloads to a sufficient level during staff absence to ensure their clients receive a consistent service.
Manage calls within the company agreed quality framework
Drive own performance to achieve required Key Performance Indicators
Work in collaboration with other contact centre agents to ensure overall team service levels are achieved.
Skills and Experience
Essential:
Minimum 18 months previous experience working in a call centre/customer contact centre
Organised and can accurately follow protocols to deliver a high and consistence service.
Active listening and ability to summarise conversation to customer
Adaptable, flexible, and react positively to change.
Good work ethic with the ability to work within defined timescales.
Polite, patient, empathetic and understanding of people’s personal circumstances.
Approachable and self-motivated.
Able to work in a team environment and be able to multitask.
Proficient in Microsoft Office, and able to adapt to custom built CRM systems.
Proven track record of achieving targets and / or Key Performance Indicators
Desirable:
Able to plan and efficiently manage own workload.
Previous experience in the debt resolution and collections process.
Initiative and independence
Personal resilience
*** The above is not an exhaustive list but an outline of your duties. All employees need to be aware that they may be asked to perform tasks and be given responsibilities as reasonably requested by management.
Key Relationships
Internal
Customer Contact Manager
Customer Contact Team Leaders
Company Training Manager
Court & Warrant Team
Client Services Team
Quality Assurance Team
Field Agents
External
Clients
Clients Customers
Core Competencies
Effective communications skills
Speed and accuracy
Empathy and emotional intelligence
Problem Solving
Teamwork
Other Information
This is presently an office based full time role with a competitive salary, pension, and life insurance. Some travel may be required with the role.
When required due to levels of workload or key tasks you may be requested to work overtime, which is part of your contract.
You must not have a criminal record and will be required to undergo a DBS check (Disclosure and Barring Service) and Credit Reference Check
Compliance Responsibilities
Adhere to all Company Policies and Procedures contained in the Codes of Conduct, Information Security, Environmental, Health and Safety and Quality Management Systems
Report any Health & Safety, Quality, Information Security, Environmental and Business Continuity & Disaster Recovery incidents to your supervisor/line manager