Customer Service Advisor (Collections)

Customer Service Advisor - Energy Collections

Experienced Customer Service professionals needed to join our Embrace CX team!

Your duties

You will be handling, responding to and collecting payments from B2B customers on a predominantly outbound phone line - with an element of inbound calling. On a daily basis you will be speaking with our clients customers in relation to their outstanding balance, guiding them through the various solutions and helping them to apply the appropriate one to get the customer out of debt and keep them out of debt. Our client are a prestigious, household name so managing all calls to best represent their brand will be key, whilst being focused on providing the most appropriate solution for the customer & achieving your daily KPI's. This will involve a degree of investigation prior to calling customers, so a basic level of IT skill & experience is required.

Experience

Previous Customer Service experience is essential. Experience in the energy industry and/or a collections role is highly desirable. You must be able to demonstrate an enthusiasm for the delivery of a fantastic customer experience. Empathy, understanding and the ability to control conversations is vital. Being polite, whilst remaining assertive is an important part of your day to day role. You will need to be PC literate with experience using multiple systems, Microsoft applications and the ability to multi-task to update systems whilst on the phone to customers.

Who we are

We are a fresh face in Portsmouth and a fresh face in the world of outsourcing. Our team have unrivalled expertise in various industries and we commit to providing a world class service for our clients and their customers.

Our values aren't just what we do, they're who we are.

• Care
• Do the right thing
• Customer obsessed
• Teamwork
• Brilliance
• Take responsibility
• Get it done

Finalists in 4 business culture awards, in our first full year of operating in 2023 for:

• Best Small Business for Business Culture
• Best Learning Initiative for Business Culture
• Best Coaching & Mentoring Initiative for Business Culture
• Best Wellbeing Initiative for Business Culture

Our modern & innovative approach to training provides you with the skills & knowledge to learn your role, implement your learning and offer continuous ongoing support to you to enable you succeed.

Benefits terms & process apply

Monthly Bonus - Up to £100 per month based on attendance & performance

On site mental health / life coach who you can book sessions with

Quarterly town hall event & awards

On-site parking

On-site Café

Company events

Themed days (in support of local causes/charities) fancy dress etc

Supportive & collaborative environment

Continuous development and support

Realistic progression opportunities

Cinema Ticket Discounts - optional

TasteCard Membership - optional

Working Hours

Permanent, Full time (Minimum of 37.5 hours per week)

Current Working Hours: Mon - Fri (08:45 - 17:30)

Where will I be based?

Office based - must be able to commute to North End in Portsmouth.

Job Types: Full-time, Permanent

Wage: £10.42 per hour & up to £100 monthly bonus, based on performance & attendance.

Expected hours: 37.5 per week

Application deadline: EOD 13/02/2024Expected start date: 14/02/2024