Debt Resolution Executive

Do you have an empathetic ear? Do you want to help people who are struggling financially? If so, then this role is for you! As a Debt Resolution Executive you'll be responsible for speaking with customers who are in debt with their utility bills and helping them to reach a resolution on behalf of your client.

Benefits

• 28 days holiday (including Bank holidays).
• Additional 1 days’ annual leave for each year worked. (up to 5 years service)
• Christmas 'shut down’ - usually from 24th December - 2nd January.
• Work from home up to 2-3 days per week. (Conditions apply).
• A 'Love to Shop’ voucher on your Birthday every year.
• Free on-site parking / fully paid nearby parking when office based.
• All IT equipment provided and the tools to do the job.
• Regular training, coaching and career development planning.
• Private pension contributions.
• Employee Assistance Scheme giving private and confidential access to free counselling, and mental health and well-being services.
• Annual salary review.
• Annual profit-related bonus scheme.

Duties

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