Full TimeENEurope
Valda Energy is a dynamic and rapidly growing energy supplier based in Bicester, committed to driving business success through smart, reliable energy solutions. Established in 2019 by industry experts, we bring together a diverse combination of talent to foster continuous sustainable growth. We challenge the existing marketplace with our leading, tech-driven, and customer-focused approach. Our passion for innovation and dedication to exceptional service sets us apart.
At Valda Energy, we live by our core values: communicate, collaborate, own it, embrace change, and put the customer first. We believe that our people are our greatest asset, and we are dedicated to fostering a supportive and evolving culture. From introducing new benefits to offering structured training opportunities and hosting frequent social events, we ensure our employees thrive.
As a Collections Advisor, you will be responsible for managing accounts that are at risk of further collections activity due to non-payment of utility services (electricity & gas). You will engage with customers to discuss outstanding payments, negotiate payment plans, and offer support to prevent service interruptions. Your role will be critical in ensuring risks are managed according to regulatory guidelines, company policies, and customer needs.
The day-to-day responsibilities will include but are not limited to the following:
Identify customer accounts in arrears, monitor outstanding balances, and determine the most appropriate course of action to prevent further collections activity
Contact customers by phone, email, or letter to notify them of overdue balances, potential disconnection, and the options available to avoid service interruption
Negotiate repayment plans or provide guidance on financial assistance programs, ensuring customers understand billing, consequences of non-payment, and available support to help them manage their accounts
Manage the disconnection process for unpaid accounts in compliance with legal and regulatory requirements, and ensure timely reconnection once payment or an agreement has been made
Escalate high-risk or sensitive cases to senior management or external debt collection agencies as required
Maintain accurate records of customer interactions, agreements, and actions taken, following all regulatory and internal procedures
Collaborate closely with collections, billing, and customer service teams to ensure a seamless approach to disconnections, reconnections, and payment resolution
Previous experience in collections, or credit control role, ideally within the utilities sector or similar industries
Strong interpersonal and communication skills for engaging with customers in sensitive situations, both verbally and in writing
Ability to negotiate payment plans, and other solutions with customers who may be facing financial difficulties
Strong problem-solving skills to handle complex customer situations and find appropriate solutions to avoid disconnection
Understanding of industry regulations related to disconnections and payment practice (desirable)
High level of accuracy when documenting customer interactions and managing sensitive account information
Ability to manage multiple accounts, track payment plans, and ensure timely follow-up actions are taken
Annual Salary up to £25k
Company Annual Bonus Scheme
25 days of annual leave plus bank holidays, a length of service award increasing up to 30 days, plus an extra day off during your birthday month
Private Medical Insurance with Vitality Health
Access to The Grid, our employee engagement and rewards platform, giving you exclusive discounts at hundreds of retailers, wellbeing resources, recognition tools, and more
Life Insurance policy, providing coverage at four times your salary
Employee Assistance Programme offering confidential support and guidance
Enjoy an array of complimentary snacks, drinks, and lunch options in our office
Salary sacrifice pension scheme where we will match contributions up to 4%
In-house learning and development team devoted to nurturing your talent, unlocking potential and propelling you towards being your best
Refer a friend scheme (up to £500), monthly team events, annual company events & recognition awards
If you like the sound of this role, we encourage you to apply even if you aren’t confident that you meet all of the requirements – you may be just who we’re looking for. We are extremely proud to be an equal opportunity employer and actively encourage applications from all backgrounds. To make your recruitment experience with us accessible to you, we encourage you to let us know if you have any individual requirements. We are here to support you, so please reach out to our team on joinus@valdaenergy.com
