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Customer Account Manager

Job Posted: 22 days ago

Salary: £ 26,000 - 26,000 / Annum
Job Type: Permanent
Location: Stratford-upon-Avon, Warwickshire

Expire in: 6 days

Job Description

This role is working for one of the UK’s leading Field Services companies specialising in providing external field agency solutions primarily to the utilities sector.
This is a full-time position working from our Head Office for 2 or 3 days each week and remotely (home based) for the remainder. This is based on a 37.5 hour working week; Monday to Friday.
Job Purpose
As a Customer Account Manager, you are responsible for the daily management of accounts referred to us from our Clients. You will be working with customers who are primarily in arrears and you will help by ensuring their account is resolved by agreeing and negotiating repayments that are affordable and sustainable to the Customer.
Responsibilities
• Receive inbound calls from Customer’s to discuss and resolve their account.
• Make outbound calls to Customers, based on arrears owed to Utility company, to resolve the account.
• Collecting payments and/or setting up payment arrangements with a high standard of customer service at all times.
• Negotiate payment and/or payment solutions for individual customers in line with customer needs and company processes.
• Obtaining relevant information to record should resolution not be possible.
• As and when necessary ‘signpost’ Customers to the relevant debt advisory organisations in line with vulnerability requirements.
• Updating account information, on both client and our own systems, ensuring the information is clear, accurate and professionally noted.
Ensuring any dissatisfaction or complaint from a Customer is registered, and the appropriate process followed so the matter can be correctly handled.
• Highlight and fully record any vulnerability found when dealing with an account.
• Highlight and fully record any safety issue or concern found when dealing with an account.
• Pro-actively look to improve a process or a ‘Customer journey’ through feedback to your management team.
• Offering assistance and support to Agents when completing their visits.
• Updating payment reports received from our finance team to ensure the account information remains accurate at all times.
• Aim to achieve all performance and quality targets.
• Adhere to all industry, company and client guidelines when handling accounts.
Skills & Attributes
• Excellent interpersonal skills and ability to communicate effectively with a wide range of people, both orally and written.
• Previous experience in debt negotiation/collection, customer service and conflict resolution is desirable however not essential.
• Confident in dealing with customers over the telephone – including in difficult situations.
• A positive and results orientated approach working in a team environment.
• Target driven and capability to plan your own workload.
• Experience of telephone work is essential.
• Attention to detail – able to spot errors and rectify mistakes immediately.
• Tact, diplomacy and empathy whilst achieving appropriate solutions.
• Professional and approachable at all times.
• Proficient IT and MS Office systems, specifically Word and Excel

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