Collections Agent

Collections Agent Bristol Competitive Salary & Benefits The OVO Group’s mission is to drive progress towards net zero carbon living. To reach zero, we need everyone to come together. Not as customers buying energy, but as members with a common goal. OVO Energy is OVO’s flagship brand, offering its pay-monthly customers an unparalleled suite of digital energy services, solutions and technologies. OVO has smart data capabilities, allowing people to take control of their energy and take advantage of our market-leading technology. When we launched in 2009, we set out to make energy better. We brought great service, clear information and honesty to the industry. These days our sights are set even higher - and we’d love you to be part of that journey. Where in the world of OVO will I be working? As the Collections Agent, you will be working within the Collections Team. You will be responsible for making outbound calls and taking inbound collections calls. You will be dealing with a range of customers in arrears, from the most vulnerable to challenging customers that don’t want to pay. You will work towards being fully compliant, arrange successful payment plans and look to drive a positive customer experience to ensure that you’re delivering the right options and outcomes for both OVO and our customers. What will I be doing? - Achieve high call quality, meeting compliance standards whilst delivering against agreed collections performance metrics - Fully assess the customer’s circumstances and ability to pay while demonstrating empathy where applicable - Utilise all services and support that OVO and our third parties can offer to deliver the right outcome for the customer - Take ownership of customer issues and work hard to find solutions - You’ll need to be adaptable, switching between inbound, outbound, 'pay monthly' or 'pay as you go' customers depending on business needs - Ensure all tasks are completed to a high standard with attention to detail - Must also show capability to think creatively and develop solutions for customers; and to present cases to their Line Manager if outside agreed parameters - Any other tasks as deemed required by their Line Manager Do I have what it takes? The ideal candidate will demonstrate a strong customer focus that enables a fair outcome for the customer, resulting in securing payments to OVO and getting the customer’s energy account back on track. You will have the ability to tailor your approach to each customer, to ensure you’re delivering a great experience. - Experience in a call centre environment and the confidence to outbound contact customers to negotiate payment - Excellent communication, negotiation and objection-handling skills - A desire and commitment to becoming a high performer - A strong team player who is willing to be flexible to support others within the team or across the business - Have a commitment to quality and compliance and doing the right thing - Assertive, empathetic, professional, influential and a great negotiator - The ability to keep up with a fast-paced environment and be flexible to change Other organisations may call this role Customer Service Advisor, Collections Advisor, Contact Centre Advisor, Contact Centre Representative, Debt Collection Advisor, or Customer Services Representative. About us OVO believes in fuelling human progress with clean and abundant energy for all. We were set up to always find a better way and challenge the status quo. From us you’ll get - A competitive salary - A discretionary performance-based bonus () - 4% of your salary to spend on flexible lifestyle benefits () - 5% matched employer contribution to your pension - 25 days’ holiday 1 for your birthday - Flexible working hours - And many more () Please note that certain benefits kick-in once you have passed probation which can be up to 6 months after your start date. Diverse teams are the best teams We’re keen to meet people with varied backgrounds; the more inclusive we are, the better our work will be. We want to build a team which represents a variety of backgrounds, perspectives and skills, and we decide employment on the basis of merit and potential. We understand some people may not apply for jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure…we'd love to hear from you. To apply for the role of Collections Agent, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.