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Debt Collection Analyst

Milton Keynes, Buckinghamshire, United Kingdom, £ £ - Annual Annual, Permanent

Description:

Our Journey:
At Shell Energy, we believe there's a better way to power your business.
Aligned with Shell's ambition to be a significant global power business and to become net zero by 2050, we are here to guide businesses to a better energy future. One that has the customer and a commitment to cleaner energy at the heart and makes it easy and affordable to embrace new technology.
We offer businesses across Britain 100% renewable electricity as standard. Our cleaner, affordable and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. We also offer natural gas to our customers with the option of supplying green gas on request.

Who you'll work with:
We're ambitious with a pace to match, and as part of one of the world's largest companies, the opportunity and ability to push forward is greater than ever before.
We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through.
Every day we work to provide an environment where all employees feel valued, included, and can nurture their talent as individuals and as part of a collaborative team.
A diverse and inclusive workplace, embedded in our principles of honesty, integrity, and respect, brings together remarkable people and enables them to be themselves. At Shell Energy, you'll be able to apply and develop your skills and knowledge as part of a collaborative team that's helping to innovate.

Your part in our journey:
This is a great opportunity to join the Operations team to work as an External Debt Collection Agency (DCA) Advisor for all our business customers.
Reporting into the External DCA Manager, the role requires attention to detail and problem-solving skills to optimise SEUK's monthly collections performance.
The role supports our business' aim to reduce bad debt and increase revenue collection.
You will get the opportunity to work as part of a team to achieve debt reduction targets and to putforward ideas and suggestions to address operational issues and improve processes.

Your part in the team:

Escalate accounts to 3 rd party debt collection agencies and manage any resulting queries.
Monitor 3 rd Party KPI's/SLA's and ensure working within industry regulatory requirements.
Reconcile data on 3 rd party performance to internal systems.
Assist in 3 rd Party DCA performance reviews.
Record and validate DCA invoices
Maintain accurate debt management communication records/tickets.
Review and agree payment plan arrangements with DCA's.
Liaise and collaborate with internal and external stakeholders to resolve account queries throughout the debt recovery process.
Investigate and resolve complex customer/account queries, providing detailed and accurate resolution.
Adhere to correct litigation processes where appropriate.
Participate in process change and implementation, identify opportunities for process improvement and producing documentation to ensure departmental processes are efficient and consistent with business and industry requirements.

What you'll need to help you make the best of the role:

Previous experience working in debt collection/with DCAs desirable, ideally within an energy supplier
Working collaboratively whilst being both inquisitive and a keen problem solver
A keen eye for detail is essential.
Ability to self-manage and take ownership
Ability to prioritise and co-ordinate workloads
Ability to respond to all calls and enquiries promptly and professionally.
A positive attitude, willingness, and ambition to work towards and deliver against set targets
Follow targets and objectives set out by the management team.
Excellent knowledge of MS Office (particularly Excel)
Junifer knowledge - preferable
Proactively identify process and system improvements and drive the idea into delivery

What's in it for you:
Family Friendly

Life Assurance 4 x salary
Pension scheme
Flexible working
Company maternity /adoption pay - 26 weeks full pay, followed by 13 weeks' statutory payfor eligible employees.
Two weeks' full paternity pay

Development opportunities

Training and coaching
Development portal to access development material and share experiences
Mentoring scheme
Apprenticeship schemes

Lifestyle

25 days holiday plus 8 Bank Holidays (increases to 26 days after two years' service)
Exclusive Retail Discounts (from nearly 900 retailers)
Arriva bus discount

Well-being

BUPA Private Healthcare
Access to Employee Assistance Programme
Mindfulness sessions
Trained mental health first aiders
Charity events to support our charity partner

Environment

Modern, vibrant offices
Located in the heart of Milton Keynes /Coventry
Smart/casual dress

Job Details

1594608451
Full Time
Milton Keynes, Buckinghamshire, United Kingdom
Permanent
£ £ - Annual Annual