Here's what you'll be doing
npower Business Solutions (nBS) is the E.ON UK Industrial and Commercial (I&C) pillar and a market leader in the B2B energy retail sector. I&C is a £6 billion revenue business serving c60,000 customers and around 300,000 meter points with a view to becoming the number one B2B energy supplier in the UK.
Right now, we're looking for x2 Collections Specialists to join our team on an 8-month fixed-term contract basis. For this role, you will be responsible for investigating and resolving a wide range of complex issues or customer queries, liaising with other parties as necessary, to provide an appropriate, acceptable resolution for the customer to enable cash collection. This role offers the hybrid working approach, where you will be working in the office (based Solihull) approximately 2 days per week.
Key responsibilities
- Report on the performance of specific processes and investigate process failures to recommend improvements.
- Take part in changing and implementing processes, perform testing, and create and maintain documentation to ensure department processes align with business and industry standards.
- Deliver formal or side by side training for staff on a range of operational procedures and best practice, to promote knowledge within the team and the wider business areas to improve operational efficiency.
- Evaluate training delivered to ensure it is consistent with departmental processes and procedures.
- Fully update systems after every call / email to ensure there is full history of contact with the customer and the debt and risk area is fully compliant.
- Support on various end-to-end processes to enhance team awareness and ensure tasks are handled correctly and professionally the first time.
What we need from you
- Customer service experience.
- Demonstrable communication skills in engaging with customers.
- Strong organisation skills, with the ability to prioritise workloads.
- The ability to analyse complex information and propose possible solutions.
It would be great if you had
- Debt collection experience.
- Knowledge of the UK Energy Industry.
Here’s what you need to know
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Award-Winning Benefits: Our market-leading benefits package includes 26 days of holiday plus bank holidays, a generous pension scheme, life cover, bonus opportunities, and access to 20 flexible benefits with tax and/or NI savings. Recognised with the Personnel Today Reward, Recognition and Benefits Award 2022, our benefits truly stand out.
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Recognised for Family-Friendly and Hybrid Policies: In 2024, we earned Double Recognition at the Personnel Today Awards for our exceptional family-friendly and hybrid working initiatives. Lets discuss how we can work together flexibly.
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Inclusive Employer: As the only energy company in the Inclusive Top 50 UK Employers (currently ranked 8th), we’re committed to equal opportunities, diversity, and fairness for everyone.
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Support for Disabled Applicants: As a Disability Confident Employer, we guarantee an interview for all disabled candidates who meet the minimum role criteria.
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Development Opportunities: With inclusive talent networks, learning resources, and skill-building programs, your career growth is a priority.