Contact Centre Agent

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

Full time role 37.5 hours a week

Remote working 2-3 days a week

Christmas/NY Closure

Holiday 28 days increasing 1 day per year up to 33 days

Profit related bonus

Work place pension

Employee Assistance Scheme

Job Purpose

As a Customer Account Manager, you are responsible for the daily management of customer accounts referred to us from our Clients. You will be working with Customers who are primarily in arrears and 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 a 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 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.

At all times 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

· Receive inbound calls from Customer’s to discuss and resolve their account.

· Make outbound calls to Customers, based on arrears owed to Utility company, to resolve the account.

· Collecting payments and/or setting up payment arrangements with a high standard of customer service at all times.

· Negotiate payment and/or payment solutions for individual customers in line with customer needs and company processes.

· Remaining empathic, calm and acting 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.

· Obtaining relevant information to record should resolution not be possible.

· As and when necessary ‘signpost’ Customers to the relevant debt advisory organisations in line with vulnerability requirements.

· Updating account information, on both client and our own systems, ensuring the information is clear, accurate and professionally noted.

· Dealing with, and suitably responding to, written communications from Customers.

· Liaise with Clients as needed to resolve individual accounts correctly.

· Ensuring any dissatisfaction or complaint from a Customer is registered, and the appropriate process followed so the matter can be correctly handled.

· Highlight and fully record any vulnerability found when dealing with an account.

· Highlight and fully record any safety issue or concern found when dealing with an account.

· Pro-actively look to improve a process or a ‘Customer journey’ through feedback to your management team.

· Offering assistance and support to Agents when completing their visits.

· Updating payment reports received from our finance team to ensure the account information remains accurate at all times.

· Aim to achieve all performance and quality targets.

· Adhere to all industry, company and client guidelines when handling accounts.

· Pro-actively look towards continual improvement or build a process when required.

· Attend, and have input, into meetings as required.

· To comply with the company’s Quality Policy by following all QMS procedures and related work instructions.

· To co-operate in the operation of the company’s health, safety and environmental management systems.

· Take reasonable steps to ensure the safety and security of data and be aware of information security responsibilities in order to preserve data securely.

· To comply with all legal, regulatory and statutory requirements.

· To ensure the fair treatment of customers is central to all behaviour and activity.

Skills & Attributes

· Excellent interpersonal skills and ability to communicate effectively with a wide range of people, both orally and written.

· Previous experience in debt negotiation/collection, customer service and conflict resolution is desirable

· Confident in dealing with customers over the telephone – including in difficult situations.

· A positive and results orientated approach working in a team environment.

· Target driven and capability to plan your own workload.

· Good/Competent I.T. skills with accurate keyboard skills.

· Experience of telephone work is essential.

· Attention to detail – able to spot errors and rectify mistakes immediately.

· Tact, diplomacy and empathy whilst achieving appropriate solutions.

· Professional and approachable at all times.

· Knowledge of the Utility industry is desirable however not essential