Do you have an empathetic ear? Do you want to help people who are struggling financially? If so, then this role is for you! As a Debt Resolution Executive you'll be responsible for speaking with customers who are in debt with their utility bills and helping them to reach a resolution on behalf of your client.
Benefits
- 28 days holiday (including Bank holidays).
- Additional 1 days' annual leave for each year worked. (up to 5 years service)
- Christmas 'shut down' - usually from 24th December - 2nd January.
- Work from home up to 2-3 days per week. (Conditions apply).
- A 'Love to Shop' voucher on your Birthday every year.
- Free on-site parking / fully paid nearby parking when office based.
- All IT equipment provided and the tools to do the job.
- Regular training, coaching and career development planning.
- Private pension contributions.
- Employee Assistance Scheme giving private and confidential access to free counselling, and mental health and well-being services.
- Annual salary review.
- Annual profit-related bonus scheme.
Duties
- 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.
- Dealing with, and suitably responding to, written communications from Customers.
- 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.