B2B Collections SME Assistant

The Commercial Debt SME Assistant will be responsible for the “Small - Medium size Enterprises” (SME) which are businesses whose employees and turnover fall under a specific threshold set by the government. This represents the most considerable proportion (83%) of customer accounts within the Commercial Portfolio at present.

This role requires proven experience in managing SME Commercial Energy Debt, this is critical to our ongoing success. Reporting directly to the Commercial Debt SME Team Leader, you will be responsible for carrying out all SME commercial debt management activities whilst maximizing cash collections and minimizing bad debt. Working closely with B2B colleagues across the department. All within a regulatory framework shaped by quality, compliance, and a drive for exceptional customer service.

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.

What you will do…

• 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 escalation 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.
• 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.

What's in it for you...

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…