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Collections Administrator

Location:
Walsall
Site Name:
Bloxwich Road
Specialism:
Administration
Salary Details:
£17,920 - £20,494 per annum
Advertising End Date:
22 Mar 2019
Vacancy Type:
Permanent
Hours Per Week:
37.5
Job Summary
Colleagues are employed as Collections Administrators who will sup­port and pro­mote a pos­i­tive work atmos­phere, provide outstanding customer care, guidance and support across the range of activities undertaken e.g. requesting payment, advise of missed payments or of outstanding balances or discuss and agree acceptable and affordable repayment plans.

We require dynamic pro­fes­sion­als that are self-motivated, trust­wor­thy and can quickly adapt to change in a fast-paced envi­ron­ment with a heavy work load.

Team­work is essen­tial to our suc­cess and we are look­ing for indi­vid­u­als that demon­strate car­ing, com­pas­sion and abil­ity to get along with others.

However, occasionally situations may arise that require the post holder to perform other duties or tasks as may be reasonably requested by the Society.

Key Responsibilities
  • Fully resolve customer queries to resolution
  • Make out­bound and receive inbound customer calls to gather or clar­ify information
  • Have strong com­mu­ni­ca­tion skills and nego­ti­at­ing techniques with a view to Strong prob­lem solv­ing skills
  • Locate and monitor overdue accounts, using computers and a variety of automated/manual systems.
  • Provide appropriate energy saving advice to customers
  • Provide excellent email and letter responses to customers within SLA
  • Record and action data whilst taking personal responsibility for outputs and accuracy levels
  • Fol­low a stan­dard oper­at­ing pro­ce­dure and be expected to act pro­fes­sion­al at all times
  • Ensure all energy industry processes are understood, acknowledged and followed
  • Continue to develop their knowledge of the energy industry
  • Undertake general housekeeping duties as required
  • Promote an award winning level of service at all times to all customers
  • Take reasonable care for the health and safety of themselves and of others who may be affected by their acts or omissions at work
  • Ensure Co-operative Energy operates within the ethical values of, and to the strategic direction of, The Midcounties Co-operative
In addition, all employees are expected to work within the terms of their contract of employment and adhere to Society policies and procedures
 
Dimensions of the Role:
 

Reports to: Nadine Cotton

Budgetary Control: None

Contacts (internal/external): Internal – Nadine Cotton and Laura Reynold.

  • A member of the collections team and the new Co-operative energy business
  • Key contacts with energy management team
  • An interest in serving customers and increasing knowledge within the energy industry
  • Positive activities and actions to ensure successful adherence to department performance standards and achievement of individual, team and department KPIs
Initially, travel to Midcounties Head office in Warwick may be required for some training.
 
 
Person Specification
 Co-operation:
  • Living the values
  • Supporting the local community
  • Working effectively with others
  • Complying with Society wide initiatives
  •  Promotes Society membership
People:
  • Ability to work as part of a team, particularly working closely with other customer service advisors
  • Excellent people and communication skills, both written and verbal
  •  Desire to progress to Team leader level
Customers:
  • Customer focused - committed to providing a first class customer service
  • Focused on ensuring successful outcomes for customers and colleagues
Delivery:
  • Positive attitude to acquiring new skills
  • Very high level of attention to detail
  • Able to work well under pressure and to deadlines
  • Ability to work rotational work pattern that includes evenings and weekends
  • Flexibility to work occasional overtime or evenings when required
  • Excellent keyboard skills with ability to easily navigate Word/Excel
Finance:
  • Ensures a ‘right first time’ approach to eliminate costs and complaints
Qualifications:
  • GCSE level of education especially in English and Mathematics
  • Previous experience of working in a contact centre or energy environment, desirable
  •  Additional team leader/manager qualifications are desirable but not essential

 

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