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Debt Recovery Advisor

  • Location: Manchester
  • Salary: £23,000 per year
  • Job Type:Permanent

Posted 15 days ago

  • Sector: Front-Line Talent
  • Contact: Lucy Waddock
  • Expiry Date: 04 September 2022
  • Job Ref: LW/19400

​37.5 Hours Monday-Friday - Hybrid


£23000 + 10% Bonus

As a Debt Recovery Advisor, you will support our Debt recovery team to prevent any disconnection of a customer supply and work to resolve any outstanding debt in an amicable way, ensuring we still provide a 1st class customer experience despite the circumstances. The role will also include:

• Liaising with our 3rd party provider to arrange site pre-disconnection visits (PDVs)

• Review visit reports to ensure key information has been captured and queries are resolved

• Manage calls/emails from PDV agents to support at time of visit

• Review account after visit and determine if it needs to move to disconnection

• Manage disconnections process via 3rd party/meter operator, based on a case managed approach

• Pro-actively chase the customer prior to disconnection to attempt to resolve and prevent disconnection

• Manage re-connection of supply for customers who pay overdue balance, post isolations

• Sensitively manage and resolve any disputes which arise during the process

• Keep the customer fully informed throughout the process

• Ensure own activity complies with all regulatory standards, GDPR and quality policies

• Maintain and deliver the technical knowledge of our products and services

• Autonomy on daily tasks and responsibility levels for completion of tasks

About You

• 12 months experience working in a debt recovery or collections role, essential

• Experience of working in the Utilities sector, highly desirable

• Demonstrate understanding of Utility disconnections process, desirable

• Experience in complex dispute resolution

• Experience in the sensitive delivery of difficult messages

• Relatable and positive experience of working in a fast-paced transforming organisation, where everything isn’t perfect, but we’re working hard to get there


• Up to 10% annual bonus scheme

• Core benefits including pension contributions and life assurance

• Great discounts on 100s of high street and online stores

• 25 days holiday and the option to buy up to 5 days more

• Cycle to work and travel loans for people wanting a greener commute

• Wellbeing support including 24/7 access to a GP, mental health support, get fit programmes and free legal and financial guidance

Amazing Extras

• Amazing on-site facilities, such as free on-site gym, free parking, subsidised café and to top it off an on-site subsided bar for after-work drinks, quiz nights and social events

• Hybrid working – option to work two days from home if you choose

• Opportunities to get involved in charity fundraising and volunteering days through our giving back movement

• Monday to Friday, no weekends and every bank holiday off

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.