Affordability & Collections Advisor

  • Job Reference: REQ00198
  • Date Posted: 26 April 2022
  • Employer: SES Water
  • Location: Redhill
  • Salary: £22,000
  • Bonus/Benefits: See job profile for full details
  • Sector: Customer Service
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Redhill, Surrey


Are you an enthusiastic individual with great communication skills? Want to build a career to be proud of with a company that nurtures their staff, rewards a job well done and offers fantastic in-house and off-the-job training?


If so, this is an amazing opportunity to join the SES Water team as one of our Affordability and Collections Advisors.


About us:


Our vision is to be an outstanding water company delivering service excellence and we believe our people are integral to helping us achieve our goal to ensure that we deliver a high-quality service that is reliable and resilient. Our plan for the future is to ensure the services we provide are fair, future-proof, good for the planet and utilise smart technology. Water plays a role in all our lives. It’s an essential service and one that we are proud to deliver to our customers and communities.


We don’t just want to be proud of what we do, we also want to celebrate how we do it. We are an inclusive Team that values diversity and community, what makes us different as well as what we have in common. Your contribution to delivering our Business Plan over the next 5 years and our 5 pledges to our customers is vital. We aren’t just recruiting for experience - potential, fit and values are fundamental to building and developing our team. We want you to develop, grow and succeed and enjoy working at SES.


SES Water supplies 160 million litres of fresh water to over 735,000 people across Kent, Surrey and South London every day.


Why you should join our team:


We’ve cultivated an innovative and engaging work environment in Customer Experience where people thrive and strive to do an amazing job. This department is made up of a progressive team of customer-focused, engaged and supportive people. The team have plenty of fun while they help our customers and enjoy perks such as mini incentives and reward pots to ensure that morale remains high.


We place a big emphasis on training and we have the Silver Investors in People accreditation to prove it. You’ll receive excellent training and on-the-job coaching on our systems, all delivered to the high standards we expect.


What’s more, we value our people and like to promote from within. For those with ambition, this role has the potential to progress to a team leader position or into other areas of the business, depending on your career interests and current opportunities.


The role:


- Salary of up to £22,000 per annum DOE

- Up to 10% employer contribution towards Aviva's Group Personal Pension Plan

- Free on-site parking or in the local area

- Working hours: 37.5 hours per week, working a shift pattern within operational opening hours


As one of our Affordability and Collections Advisors, you’ll deliver a great service to SES Water customers via telephone, email and live chat.


Reporting to the Affordability and Collections Team Leader, you will handle enquiries covering all aspects of our services and strive to resolve all queries first time. You will identify and provide support to customers in financial hardship or requiring priority services through various tools and mechanisms available.


In this B2C (business to consumer) role, your duties will include:


- Handling customer enquiries relating to all aspects of service, with a particular focus on identifying those who may be in need of financial and priority services support and therefore making a significant number of outbound calls

- Helping customers manage their account effortlessly

- Engaging with a range of customers and scenarios on a daily basis with a key focus on customer satisfaction and complaint prevention and resolution

- Negotiating with customers sensitively in order to identify and agree affordable repayment terms and/or debt preventative payment schemes

- Operating effectively within the Debt Collection process


Other organisations may call this role Customer Services Debt Collection Advisor, Customer Service Executive, Customer Services Representative, Customer Care Rep, Contact Centre Agent, Contact Centre Advisor, or Call Centre Advisor.


About you:


At SES Water, we recruit based on potential, values and fit, rather than just experience and qualifications.


The best Affordability and Collections Advisors are great listeners who are self-motivated, eager to learn and work well in teams. To join us, you will also need:


- Good written and verbal communication skills

- Background in debt collection processes and procedures is an advantage

- The ability to empathise with customers and understand their position

- At a minimum, GCSEs (or equivalent) including Maths and English Language at grade C or above


The benefits:


- Life assurance

- Bonus scheme

- 23 days’ holiday per year, increasing to 27 with service

- Give as you earn scheme

- Financial education, savings and personal loans through Neyber

- Aqualibrium - our wellbeing programme including Mental Health First Aiders and free annual comprehensive health checks

- Simply Health Cash Plan, Surgical Choices and Rewards

- Confidential crisis support, counselling and legal advice

- One day paid volunteering a year

- Discounts with our subsidiaries and Garage


This vacancy is being advertised by Webrecruit, who SES Water work in partnership with. The services advertised by Webrecruit are those of an Employment Agency. If you require any reasonable adjustments as part of our recruitment process, please get in touch and let us know. We’re also happy to discuss flexible working options should the role accommodate it.


What’s next?


If you are seeking your next challenge as an Affordability & Collections Advisor, select the apply button shown to be brought through to the application process.


The health and wellbeing of our staff and interviewees is paramount, so we have put practices in place to keep all parties safe.