Partnership Billing & Collections Agent

Location:Glasgow (office attendance required once per week)

Experience:Mid-level

Working pattern:Full-Time

Reporting to: Stephanie Thomson and Kevin Mclaughlin

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Ownership, Resolution and Persistence

Top 3 qualities for this role: Negotiation, Attention to detail and Self Motivation

Where you’ll work:

Depending on the needs of your business area, we expect hub based people to be in the office at least once a week, and to go to OVO Connection events in-person.

You’ll be assigned to the closest one of our three hub offices, Bristol, Glasgow, or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop, is designed to inspire people, help them connect and bring big ideas to life.

Everyone belongs at OVO:

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Team working for the planet:

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

Working with our strategic partners, we supply energy to millions of homes in the UK. Bringing life’s essentials to all corners of the country.

We’re here to ensure that our business relationships thrive. We work together to ensure that our partners are billed correctly and that their properties are always ready for their next tenant.

As a Billing & Collections Agent within Partnership Operations, you’ll play a key role in supporting our partners to manage and resolve outstanding debts in a fair and professional way.

You’ll act as a trusted specialist, using your knowledge of the partnership's journey to communicate and negotiate sustainable solutions with partners. This role requires strong attention to detail, an understanding of regulatory obligations and the ability to adapt your approach to different situations, ensuring positive outcomes for both our partners and OVO.

• Independently manage a portfolio of high value partners
• Actively engage our partners to get them in a two month in arrears position
• Work towards individual and overall area debt reduction targets
• Utilise skills and experience to assess partners willingness to pay and elevate through the current escalation process where appropriate.
• Use strong negotiation skills to resolve complex queries, balance the need of the partner to the overall business bad debt charge
• Maintain clear records of partner conversations, promises to pay and escalation criteria

• Put the partner at the heart of everything however, being mindful of how partner behaviour impacts potentially vulnerable tenants.
• Tailor each call depending on the need of the partner and the situation with their debt position.
• Provide clear, confident and accurate information to the partner to ensure trust and secure debt
• Work collaboratively and closely with partners, TPIs, SMEs and management within the area to resolve any potential issues.
• Share best practice and raise awareness/suggestions for improvement via area SMEs and management
• Contribute to a positive, inclusive and supportive team culture by celebrating success and offering peer-to-peer recognition through Mo, during team sessions and in group chats.
• Provide feedback to partners where they feel they can improve on data quality to ensure accurate billing, make suggestions via department wide processes to ensure continuous improvement across the area.

• Have proven ability to navigate complex business environments while consistently achieving optimal outcomes and protecting brand reputation.
• Maintain resilience and professional calm when managing high-pressure situations and confidently engaging in difficult conversations.
• Demonstrate strong persuasion and…