We are looking to recruit a Credit & Collections Advisor to support the business with achieving its debt collection, credit risk and change of tenancy related activities.

Location: Birmingham

Working hours: Full time Monday to Friday 37.5 hours a week. We have a Hybrid working approach, but the successful candidate will be required to be in the office a minimum of 1 day a week.

This is an exciting opportunity to join the Customer Operations department in a varied and vital role for the business, undertaking B2B debt recovery processes, credit risk related activities, change of tenancy and other associated additional core processes.

This will include primarily the activity of supporting the business achieve its debt recovery aims and ensure our B2B customers are paying all invoices in a timely manner. You will be utilising various contact methods, including telephony, email and whitemail to ensure all customers are provided a fair and considered debt collection journey, prioritising the customer experience whilst managing business recovery aims.

We are looking for someone who can prioritise their workload, work cross functionally across the business to resolve any non-payment disputes, think laterally, problem solve any identified customer issues and achieve the overall business debt collection targets. The role would be ideal for someone who has prior experience of collecting unpaid energy invoices from SME and I&C customers. Previous experience of collecting debts of this nature is essential, and prior energy supply experience would be useful for the role.

The role will also support the business by completing credit checking activities and other credit risk monitoring and mitigation where required. The role may also require completion of Change of Tenancy related activities, as well as actions required.

• Working within the Customer Operations team primarily responsible for completing debt recovery activities for the B2B (SME and I&C) customers supplied by Bryt Energy.
• The role will require the candidate to undertake inbound and outbound telephony work to support in recovery of business debt aims. The successful candidate should be resilient to deal with non-payment challenges and be assertive to collect company balances in line with payment terms. There will also be a requirement to support on the inbound phoneline for the Customer Operations business phonelines, and therefore it is crucial the successful individual has strong telephony management skills.
• An ability to consider and balance the need of the customer, putting them at the heart of everything we do, whilst ensuring payment recovery can be maximised for the business and to support in wider debt recovery aims. Effectively negotiating and monitoring payment arrangements and settlement conversations within company policy guidelines.
• Promoting Direct Debit to ensure that future payments are made on time. Monitoring all ongoing Direct Debits to ensure any payment bounces, cancellations or DDIs are recorded and followed up with the customer to ensure any issues resolved and payments collected.
• Have a passion for the delivery of high-quality customer service throughout the customer journey. It is important that excellent customer service is delivered whilst maintaining an assertive, efficient and effective debt collection approach.
• The candidate will also be required to support the business by completing credit checking activities and other credit risk mitigating where required. Prior experience of working in a Credit Risk environment and of credit checking business customers is desirable, but full training will be provided upon onboarding.
• Experience of the Change of Tenancy (COT) process, including a solid understanding of its function, purpose and steps for completion are ideal for success within the role. An ability to complete Change of Tenancy requests to ensure account details and supply timelines are accurate, as well as an awareness of fraudulent COT risk and mitigation tools will also be required in the role.
• Supporting our final customers in ensuring refunds made in a timely manner where an account has received overpayment and any payments due to be returned to the customer are communicated and processed as soon as possible.
• Experience of working with both direct B2B supply customers and Third Party Intermediaries (TPIs) in support of business aims is essential.
• An awareness of the role of external Debt Collection Agencies in the support of business recovery aims, including Outbound Dialling, PDV, Disconnection Litigation and Final Debt Recovery methods.

What you’ll bring to the team:

• The ability to work effectively cross functionally within all teams across the business.
• Ability to consider and balance the needs of the Business whilst putting the Customer at the heart of everything that we do.
• A real self-starter with a forward-thinking approach and enthusiastic nature.
• Flexible hands-on and structured approach, and with high personal integrity.
• Enjoys taking ownership and being accountable for their own work. Can self-manage where required and therefore can priorities work effectively and work to strict deadlines.
• A team player who can work effectively within their immediate team and across the wider business to deliver results.
• Confidence in problem solving with a strong attention to detail to ensure collection levels are maximised in the most efficient and effective manner, whilst working within company and regulatory guidelines.
• Exceptional communication skills are required, as the candidate will be speaking to customers by phone and through email communications. Excellent internal stakeholder skills are required to embrace the existing Bryt Energy culture and be an effective member of the team.

Education and Training:

• A working knowledge of the B2B electricity market and the regulatory guidelines which suppliers are required to work within.
• Should have an awareness of the Ofgem, Energy UK and other regulatory guidelines in place for ensuring the debt collection activities are completed in line with regulatory guidelines for B2B energy companies.
• A level 3 CICM Credit qualification (or above) is desirable, but not required for success in the role.
• Basic numerical and written acumen and skills.

Abilities and Skills:

• Competent working with Microsoft Excel spreadsheets to an intermediate level. The candidate will be responsible for working across various reports.
• Ability to work in a multitude of systems to ensure notations well kept and update on customer account statuses clear and concise.
• A flexible and adaptable approach, able to balance changing priorities and workloads.
• Proactive and energetic approach, with a positive attitude and an ability to work well under pressure.
• Demonstrate and embody Bryt Energy’s culture and Way of Working in everything that you do.