JOB OVERVIEW

We are seeking a motivated and professional Collections Agent to join our team, focused on recovering outstanding balances for our commercial water customers. The successful candidate will play a key role in ensuring timely collection of arrears while maintaining strong customer relationships.
Water industry experience is preferred but not essential—what matters most is your drive, resilience, and ability to communicate effectively.
The ideal candidate will play a crucial role in managing accounts , ensuring timely collection of outstanding debts while maintaining professional relationships with clients. This position requires strong analytical skills and proficiency in data entry.

REQUIREMENTS

• Proven experience in a credit control, collections, or customer service role.
• Strong negotiation and communication skills, both written and verbal.
• Ability to remain calm and professional under pressure.
• Highly organised with attention to detail and strong record-keeping.
• Confident using office software (e.g., Excel, Word) and customer databases.

• Contact business customers with overdue water accounts via phone, email, and written correspondence.
• Negotiate and agree sustainable payment plans that meet our client’s needs.
• Investigate disputes, billing queries, and account anomalies, escalating where necessary.
• Maintain accurate records of communication, agreements, and account activity using our CRM.
• Work collaboratively with external team (e.g., Billing, Customer Service, Legal) to resolve issues impacting payment.
• Monitor and identify accounts requiring further action or escalation.
• Provide a high standard of customer service while achieving individual and team performance targets.