Credit Controller, Northampton - Opus Energy Ltd - Northampton

Job description

Salary up to £21,500 DOE plus up to 25% performance bonus - Moulton Park, Northampton

Opus Energy is recruiting for experienced Telephone Debt
Negotiators (Credit Controllers) for our vibrant and fun offices in
Northampton. This is a wonderful development opportunity for hungry, motivated and driven people. You will be joining the company during a period of continuous growth with exciting times ahead.

** Please be aware that you will be re-directed to our Opus
Energy website to apply. Please complete your application before pressing submit. **

Job Purpose

The proactive telephone collection of outstanding balances, negotiate mutually agreeable payment terms and inform customers of the consequences of non-payment. To resolve customer and industry issues, escalating as appropriate, to maintain high levels of customer service whilst meeting business requirements.

Key Accountabilities

Meet the objectives to ensure personal, team and department KPIs are met on hourly, daily, weekly and monthly basis.
Contribute to regular team meetings to provide an open forum for discussion.
Report daily progress against targets to the Team Leader.
Work closely with other Team Leaders and Team Seniors to share best practice and create awareness of departmental issues throughout the business.
Build relationships with industry regulatory bodies and investigate and respond to complaints raised, professionally and within agreed timescales.
Take incoming calls from existing customers and resolve their queries, referring them to other departments when necessary.
Take ownership of, and resolve issues arising from, telephone calls and written enquiries from customers.
Proactively review customer accounts when they call, to identify and resolve any future problems before they arise.
Update customer account information within company guidelines.
Ensure allocated workflows are closed within service level agreements and highlight any issues to the appropriate Team Leader.
Liaise with external industry bodies to ensure customer issues are resolved satisfactorily.
Support the team and department in the delivery of team and company objectives.
Develop a sound understanding of the customer lifecycle including your role and those of industry bodies.

Knowledge, Skills & Experience

Experience of working in a target driven commercial environment OR within a target driven telephone collections environment, ideally debt recovery for SME or consumer collections. e.g. Credit Control, Debt Collection, Collection Negotiation/ Negotiator.
Demonstrates a constructive and collaborative relationship with colleagues; readily sharing information and knowledge when appropriate.
Ability to prioritise own workload in line with department and business requirements, whilst working calmly to various deadlines.
Excellent communications skills (i.e. voice, listening ability and questioning techniques).
Excellent telephone manner with the ability to quickly build a picture of customers’ circumstances and needs.
Show commitment to customer care and provide a quality service to all customers.
Be able to work well as a team and on own initiative, in particular when escalating problems or issues.
Respond positively to feedback and take an active interest in personal development.
Have a flexible approach to working and the ability to cope with frequently changing environments.
Resilience - able to handle difficult calls including complaints objectively without getting drawn into the emotions of the problem.
Good keyboard skills (Word, Excel and Outlook), an awareness of windows-based applications and the ability to utilise company information from an intranet to benefit the customers.
Strong numerical skills, ability to work accurately and to analyse data.
Maths and English GCSE at C or above (Desirable but not essential)