Customer Service Representative (Collections)

As a Credit Specialist, you'll play a critical role in supporting our residential customers who are struggling to pay & delivering our overall debt reduction. You'll be responsible for contacting customers on inbound, outbound calls and emails. 

Here’s a taste of what you’ll be doing:

• Debt Resolution: You’ll treat every customer as an individual, tailoring affordable and sustainable repayment plans to suit their personal needs by understanding their current and future circumstances, and seeking additional support for our most vulnerable customers. 

• Expert Communication: You’ll confidently hold sensitive conversations with our customers about their personal finances in a manner that encourages openness without judgement, building long-term trusting relationships.  

• Customer Data Analysis: Deep dive into customer data to uncover hidden patterns, predict future behaviours, and optimise business strategies. 

Are we the perfect match? 

Here’s what we need from you :

• Take full ownership and responsibility of delivering excellent customer experience.

• Not afraid to have difficult conversations and overcome objections that will help us achieve the right outcome. 

• Empathetic, be able to put yourself in our customer’s shoes. 

• Excellent listening skills. 

• Able to understand different perspectives when making decisions. 

• Good English skills both written and verbal.

• A committed team player who thrives in a fast-paced environment.   

• Drive to identify and implement change. 

• A drive to achieve targets and exceed expectations. 

• Driven by data, using the insights to make the right decisions to better serve our customers. 

• Make wise decisions about how we spend our money so we can fulfil our commitments to our customers and our business. 

It would be great if you had:

• Previous customer service experience (don’t worry if you’re new to energy, we’ll provide full training) 

• A proactive mindset and a passion for making a difference 

At E.ON Next, we're driven by our values: sustainability, innovation, and customer focus. If you share our passion for creating a better energy future, we want you on our team. 

Here’s what else you need to know: 

• This role may close earlier due to high application volumes. 

• The starting salary for this role is £24,196. We’re passionate about providing fulfilling roles, and empowering growth and career progression. We have created specialist pathways to help you progress your career. Begin at the Foundation level and, through technical training, advance to Pro (£26,010) with further opportunities to reach Expert and Guru levels, offering an earning potential of £36,651.  

• Our Flexible and Hybrid ways of working bring together the best of remote and hub-based working. We work Monday – Friday 9am – 5pm, and you’ll spend 2-3 days a week with your team in our hubs, which are social spaces with fully equipped kitchens providing you with free snacks, drinks and fresh fruit. Then at the end of the week, we take some time out together to wind down as a family. 

• Did you know we’ve won awards for our flexible and family friendly working ways of working? Wherever you are in your journey, we have supportive inclusion networks, a market leading benefits package and family friendly policies including paid fertility leave, neonatal leave and equal parent leave. 

• And to wrap up, we want you to enjoy 26 days of annual leave plus bank holidays. You can also buy another 2 weeks’ holiday and there is our generous pension contribution to secure your future. And the cherry top? we guarantee time off work to celebrate your Birthday. 

Please note: 

• DBS check and right to work - for successful candidates, a basic DBS check will be required. Unfortunately, this role is not sponsorable under the UKVI points-based system. 

• Contract options – this role is full time (37 hours) 

IMPORTANT INFORMATION 

If you are invited to a Discovery Day, it will take place at our Nottingham hub. Should your application be successful, the initial 8 week training will also be conducted at our Nottingham hub. During this time, you’ll be fully equipped with the skills you’ll need, and it’s important that everyone is available for each day, and come into the hub for 3 days, of the 8 weeks training. The start date for this role is 17th February 2025. Please do not apply if you cannot attend this start date or commit to the full 8 weeks of training without annual leave.