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Collections Specialist Here's what you'll be doing
npower Business Solutions (nBS) is the E.ON UK Industrial and Commercial (I&C) pillar and a market leader in the B2B energy retail sector. I&C is a £7 billion revenue business serving c20,000 customers and approximately 200,000 meter points with a view to becoming the number one B2B energy supplier in the UK.
Right now, we're looking for Collections Specialist to join our team on a 12-month fixed-term contract basis. For this role, you will be responsible for reporting on and analysing the performance of specific processes and investigate process failures to recommend improvements and ensure effective delivery of team targets. This role offers the hybrid working approach, where you will be working in the office (based in Leeds) 2 days per week.
Key responsibilities
- Investigate and resolve a wide range of complex issues or customer queries, liaising with other parties as necessary, to provide an appropriate, acceptable resolution for the customer and take action to eliminate any future reoccurrence of the issue.
- Participate in process change and implementation, identify opportunities for process improvement, conduct testing and produce and maintain process documentation to ensure department processes are efficient and consistent with business and industry requirements
- Review existing and new departmental processes and team performance to identify operational training requirements and develop programmes to address those needs.
- Provide expertise to function on a range of end-to-end processes to raise awareness within teams and ensure tasks are appropriately handled, right first time
- Provide scheduled feedback on workload prioritisation to team management, monitor progress and provide scheduled updates, including recommendations for workload conflict resolution, to ensure performance standards are met.
**What we need from you
- Strong customer service skills.
- Proactive working manner with the ability to prioritise workload.
- Demonstrable communication skills in engaging with customers via phone, face to face, and business presentations.
- The ability to analyse complex information and propose possible solutions.
It would be great if you had
- Collections experience.
- Knowledge of the UK Energy Industry, including an understanding of the repair and maintenance and installation market.
**Here's what you need to know
- Our market-leading benefits package includes 26 days holiday + bank holidays, a generous pension scheme, life cover, bonus and the chance to choose from 20 flexible benefits with tax and/or NI savings. In fact, our benefits package recently won the Personnel Today Reward, Recognition and Benefits Award 2022! As the only energy company to feature in The Inclusive Top 50 UK Employers (our current ranking is 8th) we've proven that we're committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.
- We realise the best people bring their energy at different times, so we're happy to talk flexible working and offer a range of flexible working options, including full time, part time and job share.
- As a Disability Confident Employer we interview every disabled applicant who meet the minimum criteria for the role.
- We've exciting opportunities for everyone to develop their talent at E.ON. Our open access, inclusive talent networks provide networking, learning and development for all, building your skills, qualifications, and capabilities throughout your career.