Credit Debt Recovery Representative

Job description

·  Location
Redhill, Surrey
·  Category
Office and Secretarial - Administration Manager
·  Job type
Permanent
·  Industry
Office and Secretarial
·  External Reference
JN-022020-121220

SME Business Credit Department (See copy of team organisation chart) reporting to the Debt Recovery Team Manager

Job dimensions

Working in a highly targeted & driven SME environment within a department that has a desire to achieve and a work ethic that stems from working towards common goals

Activities

� Be able to use multiple internal and external data sources to determine the best route to maximise cash collection of closed accounts and minimise the risk of potential bad debt, all within a tight time frame.

� Including but not limited to:

o Determining the reason for account closure

o Audit the quality of the final bill

o Identify other mitigating factors

o Determine the most efficient method(s) for customer contact

o How to drive payment including approach to settlements

� Dealing directly with customers who are high risk and have a propensity for non-payment, using strong listening and negotiation skills, balancing a robust approach with the need to recover some or all of the outstanding balance

� Identifying incorrect charges on accounts through detailed auditing and then ensuring the required actions are taken by other internal teams. Needs to demonstrate attention to detail

� Liaise with internal teams to ensure required actions are taken as a priority ensuring minimal delays before collection action can commence

� Investigate and understand potential external data providers that can support the collections process (free or low cost)

� Manage 'High Risk' supplies through the 'Change of Occupancy' process, ensuring all information obtained is correct and fully substantiated (including legal proof), old account is closed correctly with all details populated. New customer is set up correctly, placed on a contracted rate, Direct Debit set up and the first bill hand-held through to payment

Context and environment

This role is based in the Redhill office. Working within a highly targeted & driven environment within a department that has a desire to achieve and a work ethic that stems from working towards common goals. Using their excellent communication skills the job holder will enjoy negotiation, investigation, and data gathering and understanding technical information.

Accountabilities

Part of team responsible for ensuring that Total GP collects its customer debts in a timely and efficient manner. To secure payment of monies owed to Total Gas and Power by SME customers that fall beyond contractual payment terms. To identify barriers to non-payment and to be able to negotiate mutually satisfactory conclusions through utilisation of multiple strategies. To demonstrate a high level of persistency and resilience in cash collection activities.

Qualifications / experience required

Proven experience of working in a targeted, direct contact credit control department with a high volume of query resolution (3+ years ideally)

A high level of customer service skills (listening, empathy, understanding)

Proven decision making and problem solving skills

Ability to communicate internally and externally in a clear and concise manner

Ability to investigate, negotiate and manage conflict resolution

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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