EE Credit Controller

As a member of the Managed Collections Team within Group Customer Billing & Assurance, you'll be responsible for cash collection and debt reduction against an assigned portfolio of accounts. You'll educate customers to make payment by the due date, encourage our preferred payment methods, and ensure any barriers to payment are resolved to facilitate payment. You'll be working with other teams to provide a seamless service to our customers, utilising a range of shared support services, and delivering a brilliant customer experience. What will the role involve?

• Contacting customers by telephone (preferred) or email, securing payment commitments, negotiating, encouraging preferred payment methods, and educating customers to improve payment patterns to minimise overdue debt.
• Investigating and resolving payment related queries in a professional, timely and quality manner.
• Escalating cash risks for intervention within BT and the customer's organisation to avoid late payment/poor customer experience.
• Meeting set targets for cash collection/overdue debt, quality, and customer experience
• Making effective collections calls and negotiating for full or part payment where disputes/enquiries exist.
• Protecting and developing customer loyalty through the provision of an excellent service to our customers.
• Maintaining accurate and timely records of conversations/actions taken.
• Providing stakeholder reporting on key debt and cash opportunities
• Adhering to all necessary S-Ox controls, Policy and Process requirements for Data Security and Financial controls.
• Portraying BT Managed Collections in a positive and professional image at all times.
• Providing cover for colleagues during periods of absence to ensure that key tasks are covered
• Attending conference calls/meetings/1:1's/forums when/where required
• Supporting your colleagues, Line Manager and the wider Group Customer Billing & Assurance teams.
• Safeguard customer data in line with GDPR regulations and all other process and policy pertinent to protecting sensitive information
  
  We need people who are excellent in rapport building, problem solving skills, prioritisation and motivation to provide the best service possible
• You will be comfortable in using a variety of different systems, as you build great relationships with your customers
• We hire on attitude and behaviours - you will be eager, a fast learner and confident decision maker, who is able to consistently display tact and diplomacy
• You will be adaptable in your approach to different customers and stakeholders, as well as being effective in negotiation and resolution
Are you someone who is strong in their relationship building, within your portfolio of accounts? Are you great at problem solving, and getting into the root of an issue? Do you thrive when working autonomously?

BT is part of BT Group, along with EE, Openreach, and Plusnet. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. We value diversity and celebrate difference. 'We embed diversity and inclusion into everything that we do. It's fundamental to our purpose: we connect for good.' We all stick to the same values: Personal, Simple, and Brilliant. From day one, you'll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won't be alone: we'll be there with help and support, learning and development. This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.


• Flexible working patterns within the hours of 8-6 Monday to Friday, meaning a better work/life balance
• Genuine progression opportunities - there has been a lot of internal progression this year alone
• Monthly bonus
• 22 days' annual leave (not including bank holidays)
• Fantastic puplic transport links
• Pension scheme - you contribute 5%, BT contributes 10%
• Discounted broadband and BT Sport, BT TV and Mobile
• BT Share option schemes
• Season ticket loan and cycle to work schemes and many more flexible benefits to fit around you