JOB SUMMARY:

We are seeking a motivated and customer-focused Debt Collector/Tracer to join our team, specialising in recoveries within the water industry. The successful candidate will be responsible for managing overdue accounts, engaging with business customers to recover outstanding payments, and ensuring all interactions are handled with professionalism, empathy, and in accordance with industry regulations.
Experience of working within a Collection/ Credit Control role or call centre is desirable but not essential as full training will be given.

KEY REQUIREMENTS:

• Previous experience in debt collection or credit control, ideally within utilities or a regulated environment.
• Strong research and analytical skills, with an investigative mindset.
• Strong verbal and written communication skills, with the ability to manage challenging conversations effectively.
• Ability to work independently and manage a varied caseload.
• Excellent negotiation and problem-solving abilities.
• High level of attention to detail and ability to manage workloads independently.
• Proficiency in Microsoft Office and CRM systems.

• Contact business customers via phone, email, and letter to recover unpaid water bills and resolve outstanding balances.
• Negotiate sustainable and fair repayment plans in line with company policies.
• Accurately maintain records of all interactions, agreements, and outcomes on internal systems.
• Liaise with internal departments necessary to support the collection process.
• Handle vulnerable customers with sensitivity, offering appropriate support or referral where necessary.
• Utilise internal systems, public databases, including social media.
• Liaise with the debt recovery team to hand over successfully traced accounts for follow-up collection activity.