Collections Case Handler

We are looking for individuals with a great work ethic, the ability to speak effectively at all levels, and a passion for providing high-quality customer service, to join us as a Collections Case Handler

This role offers a salary up to £27,011 plus an up to 10% bonus, pension plan, colleague discounts and flexible benefits; plus 31 days annual leave and six bank holidays.

Hours - 37 hours per week, Monday to Friday.

Who we are

Business Stream is one of the largest water retailers in the UK and a trusted service provider to over 300,000 business customers. With over 16 years' experience of operating in a competitive water market - longer than any other retailer - we're the chosen service provider for businesses and organisations ranging from small corner shops to large industrial estates.

About the role

Our Collections Case Handlers support customers through inbound and outbound calls via telephone and written communication methods to reach fair and consistent outcomes while safeguarding Business Stream from preventable loss.

As a Collections Case Handler, you will be the first point of contact for our customers, and you will strive to deliver a great customer service experience for everyone you speak to. Our customer-first approach means ensuring you fully appreciate their situation and affordability when organising collections through payments and payment plans.

This requires taking ownership and managing each situation by assisting vulnerable and non-vulnerable customers, asking the relevant questions and coming to a resolution that leaves the customer knowing that they have been heard and helping in the best way possible.

You’ll be representing Business Stream and working to help customers resolve billing enquiries and disputes, giving you the chance to contribute to the success of the department by achieving personal targets and quality measures.

About you

Ideally, you will have worked in financial services or utility companies in a telephone-based financial assistance or collection role. You will bring excellent written and verbal communication skills, the capacity to remain calm and resilient under pressure, and the ability to use your influence and negotiation skills to secure payments and set up appropriate payment plans for customers who are struggling financially.

To ensure great customer service you’ll have a high degree of accuracy and a strong attention to detail and are confident making collections decisions on a commercial basis e.g. balance cost to serve.

It will be crucial to have strong IT skills, familiarity with Microsoft Word, Excel, and Outlook, as well as a desire to learn and advance.

As you will be a valuable member of a team that is vital to the operation, it’s essential to have a positive, "can do" attitude and enjoy working in a high-achieving team.

The benefits

Starting base salary of £24,465 which will increase to £27,011 once your training and probation period are completed. (This is usually around 12 months.)

You will also be eligible for an up to 10% Annual Bonus.

Here’s a few of the benefits we offer at Business Stream:

• 31 days annual leave plus six bank holidays
• Subsidised on site restaurant and Costa Coffee shop
• Free 24/7 onsite gym
• Pension Scheme

Location: Edinburgh Park, EH12 9SE. Great transport links, with buses, trams and train services all close by.

Working Pattern: Monday to Friday, 9am to 5pm

About us

Headquartered in Edinburgh and employing around 350 people, we provide a range of services including metering and billing, water efficiency support and, water and waste water management solutions.

As a company, we're forward-thinking, innovative, and passionate about making a positive difference to our customers, our people, local communities, and the environment. Find out more about how we’re Naturally different.

We’re also passionate about providing a great place to work where our colleagues feel trusted, valued, supported, and empowered, irrespective of their background or role. We’re committed to providing an inclusive workplace that welcomes and promotes diversity and provides equal opportunities for all.

Life at Business Stream is fast-paced and exciting, where no two days are the same. We're looking to welcome exceptional people into our fantastic team so if you're ready to join us, we'd love to hear from you.

How do I apply?

If you think this job is for you, we would love to hear from you. Please hit the submit button and send us a copy of your up to date CV.

The closing date for all applications is Friday 12 July 2024.