Here at Ruby Energy we continue to grow our team and we have a newly created position available for a Collections Agent to join our team based at our offices in Thornton - Cleveleys.
The Collections Agent is responsible for contacting debtors to discuss overdue payments and negotiate payment arrangements while maintaining a professional and respectful demeanor. The role involves monitoring accounts to identify outstanding debts, initiating contact with customers, and keeping detailed records of all communication and payments.
Who ae we?
At Ruby Energy, we are more than just energy suppliers; we are champions of your progress, specifically tailored to empower SMEs. Our foundation is built on providing bespoke energy solutions that blend innovation with adaptability, ensuring that your business's unique energy needs are met with precision.
Our Journey
Launched in 2002, we're experts in commercial utilities and we know what it takes to deliver high levels of customer service. With our Head Office in Fleetwood, Lancashire, and offices in Manchester, we are positioned to serve businesses across the UK with dedication and excellence.
The Ruby Way
Ruby's values are at the heart of everything we do:
Collaborative: We ensure your voice is heard. We listen to our customers and strive to deliver strong, responsive customer service.
Human: We give a personal touch and support to our customers and each other, treating everyone with respect and understanding
Committed: We use innovative solutions to improve our services and always stick to our word.
We pride ourselves on delivering consistently high levels of customer service and innovative products to organisations across all industries. Our vision is to become the best independent commercial energy supplier in the country. We aim to provide contracts that are straightforward, competitive, and most importantly, tailored to your business needs.
Investing in the Ruby Community
We are committed to fairness, transparency, honesty, and professionalism. By heavily investing in our people, processes, and systems, we continuously improve our customer engagement and service offerings.
Main Responsibilities (but not limited to):
- Provide account reviews on aged debt account to establish next action.
- Contacting customers to discuss outstanding balances and make aware of possible next actions. Will need to action the following: meter reads, COT investigation, opening move out tickets, LTD company searches, chasing COT paperwork, collect debt taking payments, resolve debt, raising credit and reissues and DD reinstates.
- Working with the customers to identify the reason for any outstanding balances and adapt your collection and customer service technique and negotiation skills to agree mutual repayment terms.
- Keep all customers records and account information up to date and within the company guidelines.
- Build and maintain relationships with customers, securing payments on time and re-habilitating accounts.
- Proactively review customer accounts to identify any future problems before they arise and work with internal departments to resolve any issues.
- Operate compliantly within clearly defined guidelines.
- Review terminated accounts to establish which accounts will need to be escalated externally for debt collection.
- To respond to queries from external partners and maintain inbox to ensure queries are responded to promptly.
Requirements to be considered:
- Previous experience in a debt recovery/collection preferred but not essential
- Experience within the energy/ utilities sectors would be beneficial
- Experience in collection call handling
- Strong negotiation skills
- Target driven and self-motivated to succeed
- Patience, empathy and commitment to providing the best customer care and quality service
- Excellent communication skills
- Strong telephone manner
- CICM Qualification desirable
- Working knowledge of Microsoft Excel is essential
Competencies & Behaviours:
- Self-starter and able to identify & develop solutions
- Driven by a desire to make improvements
- Experience of working in a fast-paced environment
- Able to work on own initiative
- Logical and methodical approach to problem solving
- Able to work autonomously as well as part of team
- Ability to communicate with other departments
Benefits:
- Working hours - Monday to Friday
- Buy & Sell Annual Leave Scheme
- Employee Assistance Programme (EAP)
- Access to Employee Health Scheme
- Career development
- Employee Recognition Incentives
- Company events
- Monthly dress down days
- Tea & coffee facilities & On-site Canteen
- Local discounts / benefits
What you need to do now...
If you would love to join us as our new Collections Agent, we encourage you to apply now!
Be part of our bright future and talk to Ruby today!