Credit Specialist - Collections

Octopus Energy

3800

Coventry, United Kingdom

Posted on: 2024-01-12

Category: energy

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Employment type:

Full time

Experience required:

Intermediate

Salary

Salary not provided

About the company:

We're on a mission to make a big green dent in the universe by building a truly sustainable energy system globally.

That means making power greener, smarter, and more affordable for everyone.

We put customers at the heart of everything we do: with always-fair prices, transparency and outrageous customer service.

We drive system change: with transformative tech to make renewable energy the norm and end global reliance on fossil fuels.

Octopus Energy Group is made up of 10 businesses spanning 6 countries across 3 continents, including: Octopus Energy Retail, Kraken Technologies, Octopus Energy Generation, Kraken Flex, Octopus Electric Vehicles, and the Octopus Centre for Net Zero. More on OEG @ octopusenergy.group

About Working at Octopus

We’re different.

You won’t believe it until you actually start working here. We try to explain it during the application process and through our Discovery Days but really, until you’re immersed in our culture, you’ll realise you’ve never worked anywhere like it. At Octopus you’re not a number. You're a human and we treat you like one. And that’s how we want our customers to feel too. We want you to help our customers - like genuinely help. We don’t lie - it’s not easy. We are in the middle of an energy crisis, so expect to handle challenging questions about the cost of energy whilst providing support and reassuring advice to our customers up and down the country who are facing unprecedented economic challenges. You’ll need to have a high level of resilience to be able to keep up with the demands of the role. You’ll chat to customers over the phone and via email, whilst being given the freedom to help them in a way you too would like to be helped. You’ll take ownership of their needs and find a way, no matter what, to figure things out with them.

During this difficult time, our role here requires us to be actively looking for solutions and being able to deliver these in a friendly and timely manner. We treat all of our customers like our grandparents (no offence intended - we really love them), with patience, kindness and warmth. We could tell you so many stories of the relationships customers have built with us as if we were family. Would you believe they send us poems, artwork, handwritten letters, photos of their family, babies and pets? It’s bonkers and we love it. We call it the Octopus effect. Your colleagues will be some of the most amazing people you’ll be lucky enough to call friends and that you can count on to support you each day and every step of the way on your journey with us. They are the most enthusiastic, determined, curious crew who love being part of disrupting the energy industry but also sharing our mission to humanise the customer service experience. We encourage all our people to ask questions, drive change and share ideas.

Role Summary:

We’re looking for a passionate and empathetic person to join our team as a Credit Specialist to help us support our customers that may have found themselves in financial difficulty.

Our customers are at the centre of everything we do, so it’s on us to help and support them if they find themselves in financial difficulty. As a Credit Specialist, you should understand that each customer situation is different so we’re looking for someone that can use their own initiative to tackle a range of sensitive customer scenarios.

There’s a lot (and we mean a lot) to learn in this role, and a lot of work to do. Learning in a fast-paced, dynamic environment isn’t for the faint-hearted. Every day you will come across problems you’ve not seen before, and you’ll be tasked with bringing about creative and practical solutions. We’ll help you build your knowledge and be committed to your development. If you’ve got the attitude to thrive here and want to make a difference - we’ll go that extra mile for you.

As a company, we are always learning - innovation means constant evolution and change. As a result, we are looking for team members that are happy to be as flexible and dynamic as we are!

What you'll do

Talking to customers that might be in financial difficulty.

Using your initiative to find the best way forward through agreeing appropriate repayment plans Using external tools such as Paylink to review affordability levels and engage with customers to agree repayment plans

Handling customer intercoms and supporting more broadly across the wider credit and payments intercoms buckets

Offering support to vulnerable customers and using tools such as the Debt Assistance Scheme / hardship funds to find the best way forward

Responding to Energy Specialist queries via Slack with lighting speed and accuracy

Assisting the DCA team with handling agency queries

Talking to our revenue protection engineers that have attended site visits

Keep updated with industry best practices and regulatory guidelines

Be involved in a range of meetings as required

What you'll need

Be passionate about customers and always seek to provide a first class service to customers and Energy Specialists

A fast learner that has a meticulous to detail

Fluid and comfortable in a fast paced environment where you might be pulled in different directions

Able to manage their own workload

Helpful and patient (it’s a job with a thousand questions)

A self starter that can use their own initiative to problem solve and make sound decisions

Why else you'll love it here

Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!

Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! We won best company to work for in 2022, on Glassdoor we were voted 50 best places to work in 2022 and our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We’ve also been placed in the top 10 companies for senior leadership

Visit our UK perks hub - Octopus Employee Benefits

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