Senior Credit & Debt Agent
| Posting date: | 23 May 2024 |
|---|---|
| Salary: | £29,938 per year |
| Additional salary information: | Pension + bonus and benefits |
| Hours: | Full time |
| Closing date: | 30 May 2024 |
| Location: | Stockport, Greater Manchester, SK1 2GT |
| Company: | British Gas (Centrica) |
| Job type: | Permanent |
| Job reference: | R0058096_1716462864 |
Summary
Senior Credit & Debt Agent - Stockport
We are Centrica! We're so much more than an energy company. We're a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we're powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you're developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.
Your work here isn't just a job - it's a mission. We all play a vital role in energising a greener, fairer future.
Salary - £29,938.00 per annum + quarterly bonus from 0% -16%
Shift Pattern - This is a permanent role, working between 37 hours between 8-6pm Monday to Friday.
This role is based in our Stockport office, you must be able to commit to attending the office a minimum of twice monthly or as needed to fulfil the requirements of the role. Please make sure your commute is manageable. Your training will also be in our Stockport office for a minimum eight weeks or until we sign you off as confident to work from home. Please make sure this fits in with any pre-booked time you have off because we cannot allow any holidays during this time. ***Please note to ensure you have the best training support, training will be office based***
Debt Operations is an amazing team, we work together as one big family to make sure everyone feels welcome and supported, with all of the determination, drive and ambition to deliver the right outcomes. We pride ourselves on the support we give our customers.
We know talking about money and a customers' personal circumstances can be difficult and you'll be working with residential customers who need our support and guidance. Some of our customers are vulnerable and need appropriate levels of care - we'll expect you to deal with these in line with FCA principles. On a day-to-day basis, you'll be speaking to our customers to negotiate effective outcomes on their outstanding balances, ensuring a continuation of their energy supply. It's not always straightforward and many of your conversations will be challenging and complicated at times. You will need amazing problem-solving skills, with an eye for detail and the ability to have a clear and factual conversation, whilst being resilient to overcoming barriers with individual circumstances. We ask you to be courageous and creative with your ideas to improve the customer journey and our processes that support this.
Oh, and don't forget we'd love to see you self-develop and improve your skills in the role and the wider business - we'll support you with that too!
Responsibilities
- Own customer relationships through to resolution.
- Be proactive, think on your feet, being creative to generate bespoke solutions tailored to the individual customer and account, within the Collections and the Regulatory policies.
- Ability to negotiate and balance the right solutions whilst maintaining great customer relationships.
- Exceptional problem solving and analytical stills using customer data and information.
Key Skills
- Debt Management experience an advantage, but not essential.
- Working in a customer service environment, delivering suitable business and customer outcomes.
- Working from internal systems and tools to retrieve information and problem solve.
- Effective time management and prioritisation skills to support the customer journey.
- Resilience and courage are key to this role, together with empathy and great questioning skills.
- You will need to be digitally savvy as you will be working across multiple complex systems.
What else you'll need:
When you work from home you will need a reliable broadband speed. We ask that it's at least 10mbps download and similar upload speed. You will also need a suitable home working environment (we'll provide the computer equipment, but you will need a suitable desk space with no interruptions or distractions).
Let's talk benefits
Private Medical Cover
Life Assurance
Contributory pension
A superb selection of fabulous flexible benefits
Holiday Allowance - 25 days holiday per year + bank holidays
As part of our selection process to find the best people to join our team, when you apply for this role you will be asked to complete an online mandatory situational judgement exercise. This is to help us assess your suitability in terms of drive and capability for the demands of the role. Please check your emails (junk and spam too) as we cannot progress your application without this.
You'll need the legal Right to Work in the UK so a passport/VISA or a birth certificate and proof of National Insurance are essential. A financial check will be carried out before you start with us to ensure you meet our criteria for employment. We'll also ask you to complete a DBS Check (Criminal Records) and of course we'll collect your previous employment references as standard.
Proud member of the Disability Confident employer scheme