Collections Specialist

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 a Collections Specialist to join our team. For this role, you will investigate and resolve 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 (Solihull) 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.

• Demonstrable experience within credit control.
• Customer service experience via email and telephone.
• Strong organisational skills, with the ability to prioritise workloads.
• The ability to analyse complex information and propose possible solutions.
• Profiency in Microsoft Excel.

It would be great if you had

• Experience within the UK Energy Industry.