B2B Debt SME Assistant

As a Commercial Debt SME Assistant, you'll manage a portfolio of Small and Medium-sized Enterprise (SME) customers, representing over 83% of our Commercial portfolio.

Reporting to the Commercial Debt SME Team Leader, you'll maximise cash collections, minimise bad debt, and deliver positive customer outcomes. Working closely with colleagues across our B2B teams, you'll use your experience in Commercial Energy Debt to manage accounts effectively while providing excellent customer service and ensuring compliance with regulatory requirements. This is a great opportunity to make a real impact in a fast-paced team.

For this role, you'll need to be based within a reasonable distance of our office in Stroud, Gloucestershire, as the role requires a minimum office presence of three days per week in line with the agreed hybrid working rota.

• Ensure that inbound & outbound calls are handled in line with agreed quality and productivity related KPI’s.
• Meet Dunning requirements against targets and individual KPI’s.
• Ensure that SME customer base remains compliant with industry regulations i.e., Micro business customers, refund procedures, standards of conduct associated to debt.
• Ensure all complaints (internal & external) are investigated and resolved within agreed time scales.
• You will resolve queries from internal and external customers within specified timescales through multiple communication channels.
• Preparation of accounts for handover to the Escalations Team ensuring data is accurate.
• Meet set KPI’s for performance of SME debt targets.
• Communicate and negotiate payment plans with customers for both the customer and the business to ensure a fair outcome.
• Manage our approach to vulnerability and affordability ensuring we are treating our customers fairly and in line with our regulatory requirements.
• Identify, manage, and escalat where necessary (to the Escalations Team) SME customers who are considered high risk or delinquent.
• Working closely alongside the business and peers to ensure all key business work streams (Wi’s) & processes impacting Debt (e.g., Billing/Work items) are not unduly blocking collection.
• In addition to the core responsibilities, you may be responsible for undertaking other project-based work as the need arises from across Ecotricity group – all aimed at delivering a high and consistent quality of service to Ecotricity customers.

• Previous experience working in a Collections environment, ideally from an Energy background.
• Working within Commercial Debt you will be multiskilled and flexible. Adapting to fluctuating workloads in a fast-paced environment.
• You will have numerate and analytical skills to be able to perform root cause analysis.
• Enthusiastic about people and helping our customers.
• Excellent listening skills and verbal and written communication skills.
• Ability to organise own workload and multiple priorities, ability to work under own initiative.
• Be Team Player and demonstrate the appropriate behaviours.
• Intermediate excel skills required.
• You will be a competent in using all other Microsoft Office packages.
• Maintain a positive learning environment that empowers and develops you and your colleagues.

• Healthcare plan, life assurance and generous pension contribution
• Volunteering Day
• Hybrid Working
• Various company discounts (including shops, gyms, days out and events)
• Holiday of 25 days (plus bank holidays) & ability to buy/sell days
• Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

The fast moving nature of the business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.

Ecotricity is Britain's overall greenest energy company- it’s more than just green energy – the breadth and depth of our work on green issues is unmatched. When we…