This is a customer-focused collections role where you will be allocated debt cases and take ownership of business customer accounts throughout your assignment. You will build relationships with customers, understand the reasons behind outstanding balances and work with them to agree appropriate payment arrangements and resolve queries.
The role involves regular outbound telephone contact with business customers, so we are looking for someone who is confident having conversations around outstanding payments while maintaining a professional and customer-focused approach.
Key Responsibilities
Manage an allocated portfolio of business customer debt cases.
Take ownership of customer accounts and maintain relationships with customers throughout the collections process.
Make regular outbound calls to business customers regarding outstanding balances and payments.
Talk customers through their account and discuss suitable payment arrangements where appropriate.
Investigate and resolve billing, payment and disputed debt queries.
Follow up outstanding payments and ensure agreed actions are completed.
Keep customer accounts and internal systems accurate and up to date following conversations and actions.
Monitor aged debt and work towards agreed collection and debt reduction targets.
Liaise with internal teams to resolve customer queries and account issues.
Manage workload effectively and ensure cases are progressed within agreed timescales.
Update reports with accurate information on debt, customer contact and progress.
Provide regular reporting and updates to the manager for use within business and stakeholder meetings.
Identify recurring issues or reasons for non-payment and escalate where appropriate.
Support the wider Billing & Collections team as required.
What We Are Looking For
Previous experience within Collections, Credit Control, Debt Recovery, Billing or Accounts Receivable.
Experience dealing with business/B2B customers would be highly beneficial.
Confident making outbound calls and discussing outstanding payments with customers.
Experience managing your own workload, ledger, customer accounts or caseload.
Strong customer service and relationship-building skills.
Comfortable dealing with challenging or sensitive payment conversations.
Good problem-solving skills with the ability to investigate account queries.
Strong attention to detail when updating systems and customer records.
Comfortable working with data and updating reports.
Good IT skills, including Microsoft Office.
Strong organisational skills with the ability to prioritise a busy workload.
Desirable
Previous experience within the energy or utilities sector.
Experience dealing with complex billing or invoice queries.
Knowledge of aged debt and debt reporting.
Experience working across multiple internal systems.
This would suit someone who enjoys taking ownership of their own customer accounts, building relationships with business customers and working with them to achieve positive payment outcomes while reducing outstanding debt.
Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants
Salary description
£15.68 - £15.68 per hour