Collections Advisor

Southern Water is seeking for 8 passionate and skilled Collections Agents to startourin houseteam of Collection Advisors. In this role, you'll support customers facing debt by understanding their challenges, resolving account issues, and finding solutions to help them clear their balances. This is your chance to combine empathy and expertise to make a meaningful difference for our customers and the business.

Your Impact

As a Collections Advisor, you will :

Help Customers Overcome Debt : Engage with customers to understand their reasons for non-payment and tailor solutions to their circumstances.

Resolve Issues and Drive Payments : Take ownership of accounts, address concerns, and negotiate repayment plans that suit the customer's needs.

Ensure Accuracy : Validate and update account information during every interaction to keep records precise and up-to-date.

Champion Communication : Handle inbound and outbound calls, emails, and letters with professionalism, empathy, and a solution-focused mindset.

Collaborate and Escalate : Work with third parties and escalate complex cases to ensure the best outcomes for all parties.

Support Vulnerable Customers : Signpost customers to additional support services, both internal and external, as needed.

Empathy and Communication Skills : You're an excellent listener who can connect with customers and negotiate effectively.

Resilience and Problem-Solving : Creative and proactive, you can handle tough conversations and find practical solutions.

Attention to Detail : Meticulous with account updates, ensuring every interaction is logged accurately.

A Team Player Approach : Collaborative, reliable, and organized in balancing multiple priorities.

Your Experience

Proven experience having difficult conversations with customers and solving problems effectively.

Proficiency in multi-channel customer communication (calls, emails, letters).

Previous experience in debt recovery or payment management is desirable.

Strong numeracy and proficiency with Microsoft Office.