Customer Account Manager

Our client is one of the UK’s leading Field Services companies specialising in providing external field agency solutions primarily to the utilities sector.

Benefits

Hybrid Working - 2/3 days at homen (37.5 hour week Mon to Fri)

• 28 days holiday (including Bank holidays).
• Additional 1 days’ annual leave for each year worked.
• Christmas 'shut down’ - usually from 24th December - 2nd January.
• Company vehicle.
• All IT equipment provided and the tools to do the job.
• A 'Love to Shop’ voucher on your Birthday every year.
• Private pension contributions.
• Employee Assistance Scheme giving private and confidential access to free counselling, and mental health and well-being services.

Job Purpose

As a Customer Account Manager, you are responsible for the daily management of accounts referred to us from our Clients. Working with Customers who are primarily in arrears you will help by ensuring their account is resolved by agreeing and negotiating repayments that are affordable and sustainable to the Customer. This will also include options of a direct debit, the booking of a pre-payment meter or a arranging a meter 'change of mode’ on certain account types. In performing this role there may also be a need to complete varied activity in relation to occupancy updates, metering issues, dispute registration and highlighting household vulnerability. The management of these accounts is performed by way of telephony or written communication, and will take place ahead of, or after, a Field Representative performs a site visit.

The aim is to ensure the relevant account is resolved in a timely and efficient manner, with the best possible outcome achieved for all concerned. This must be done by understanding the customer's individual situation, showing empathy and respect, and providing fair outcomes and positive experiences all times. It is imperative that the customer is fully aware of our reason for dealing with the account and should be encouraged to resolve the account, in a fair and professional way, at the earliest possible opportunity. At all times the customer must be aware of intended action and what can be done to prevent this. At all times customer vulnerability must be considered when performing activities on the account.

Responsibilities

 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.

 Updating account information, on both client and our own systems, ensuring the information is clear, accurate and professionally noted.

 Dealing with, and suitably responding to, written communications from Customers.

 Liaise with Clients as needed to resolve individual accounts correctly.

 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.  Highlight and fully record any safety issue or concern found when dealing with an account.

 Pro-actively look to improve a process or a 'Customer journey’ through feedback to your management team.

 Offering assistance and support to Agents when completing their visits.

 Updating payment reports received from our finance team to ensure the account information remains accurate at all times.

 Aim to achieve all performance and quality targets.

 Adhere to all industry, company and client guidelines when handling accounts.

 Pro-actively look towards continual improvement or build a process when required.  Attend, and have input, into meetings as required.

 To comply with the company’s Quality Policy by following all QMS procedures and related work instructions.

 To co-operate in the operation of the company’s health, safety and environmental management systems.

 Take reasonable steps to ensure the safety and security of data and be aware of information security responsibilities in order to preserve data securely.

 To comply with all legal, regulatory and statutory requirements.

 To ensure the fair treatment of customers is central to all behaviour and activity.

Skills & Attributes

 Demonstrable history in working in a demanding call handling environment

 Excellent interpersonal skills and ability to communicate effectively with a wide range of people, both orally and written. Showing empathy when needed and being able to interpret the required response to resolve the situation

 Previous experience in debt negotiation/collection, and conflict resolution is desirable

 A positive and results orientated approach and capability to plan your own workload.

 Good Microsoft Office skills, in particular Excel as well as able to be shown bespoke in house systems and learn quickly on the job

 Excellent data input skills, alphanumeric with a high degree of accuracy and ability to spot mistakes and correct immediately

 Professional and approachable at all times, with a good team working ethos