---

Job description

We have exciting opportunities for skilled specialists to join our award-winning teams. The role will involve negotiating with customers to offer suitable repayment options, working within a high performing team to provide our customers with the best tailored solution for each individual. We are seeking candidates who can work in a fast-paced environment. You will be proactively engaging with domestic customers who are having difficulties paying their energy bills via Inbound and Outbound calls. Excellent communication skills are essential.

Responsibilities

• Working with customers to negotiate payments based on their ability to pay.
• Supporting vulnerable customers in line with regulatory requirements.
• Demonstrate a level of empathy, asking questions to help define and refine circumstances.
• Communicating with customers via inbound and outbound calls, 9am-5pm.
• Providing energy support and advice.
• Responsible for completing work on time and achieving all personal / company targets.
• Communicate effectively with stakeholders to provide updates and address any concerns or questions.
• Ensuring that all debt management activities adhere to Regulatory Codes of Practice.

Skills and Qualifications

Essential Skills

• Experience of having difficult conversations in a fast paced, target driven, telephone-based environment.
• Strong resilience and adaptability.
• Strong communication skills.
• Strong negotiation skills.
• Proficient in use of Microsoft Outlook, Teams and can manage multi-channel communications.

Desirable Skills

• Relevant experience in a similar role i.e., with a Utility Provider.
• Experience of working towards KPIs or Targets.