Providing exceptional support and advice to our customers is at the heart of our business.
You will support customers who are in arrears by managing outstanding balances, working through disputes and where appropriate agreeing sustainable and appropriate repayment solutions, and protecting both customer relationships and business revenue.
You will ensure collections activity is completed in line with internal policy and regulatory expectations, taking early and proactive steps to manage arrears while adhering to the principles of Treating Customers Fairly.
Manage inbound and outbound contact with customers regarding overdue accounts
Review billing, balances and energy consumption across customer accounts
Negotiate payment solutions and repayment plans to support timely resolution
Identify and escalate disputes, vulnerabilities and solvency risks in line with policy
Apply collections processes in line with regulatory and company requirements
Maintain accurate account records and case notes
Work collaboratively with internal teams to resolve customer queries effectively
Contribute to continuous improvement and maintain high quality standards
Develop industry knowledge to provide informed customer support
Achieve individual and team KPIs within a target-driven environment while maintaining compliance and customer focus

Confident communicator with the ability to handle difficult conversations professionally
Able to balance empathy with a commercial and outcome-focused approach
Strong problem-solving, analytical and negotiation skills
Resilient, adaptable and comfortable working to targets and processes
Previous experience in debt collection, arrears or a contact centre environment
Collaborative, proactive and motivated team player with strong attention to detail
Excellent written and verbal communication skills
Experience in debt recovery, credit control, utilities or financial services
Experience supporting commercial or business customers
Knowledge of the energy or renewables sector
Outbound collections experience and/or working with external debt recovery agencies
Awareness of regulatory requirements, including fair customer treatment, financial vulnerability, data protection and collections processes

£500 work from home allowance
an annual allowance paid monthly alongside your salary to support with working from home costs.
£500 travel allowance
an annual allowance paid monthly alongside your salary to support with travelling to work costs.
£500 annual development allowance: to spend on your chosen development area, whether that’s in your current role, or future roles.
5% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.
Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You’ll also have the option to buy additional leave, allowing for a better work-life balance.
Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.

Collections Specialist – Domestic Energy

Key skills