Collections Advisor

The Energy Revolution

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.

Perks that Power Your Journey ️

• Annual Salary up to £25k
• Company Annual Bonus Scheme
• 25 days of annual leave plus bank holidays, plus length of service award up to 30 days
• Private Medical Insurance with Vitality Health
• 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
  
  

How you will Energise Our Team

Our Collections Department at Valda Energy is seeking a dedicated Collections Advisor to help customers manage overdue accounts and find effective payment solutions, all while delivering outstanding service. In this role, you’ll work directly with customers, addressing their financial concerns with empathy and professionalism to reach positive outcomes that support both the customer and the business.

Joining our collaborative, fast-paced team means becoming part of a company that prioritizes customer satisfaction and innovation. If you’re motivated by helping others, thrive in a dynamic environment, and are eager to develop your skills, this role offers a rewarding career path with opportunities for growth and development within a supportive, people-focused company.

The Day-to-day Responsibilities Will Include

• Managing overdue accounts by proactively reaching out to customers with overdue payments through various communication channels, offering tailored payment solutions that meet both their needs and company policy while ensuring timely resolutions
• Addressing customer inquiries and resolving disputes with professionalism, empathy, and efficiency to provide a positive and supportive experience
• Using negotiation skills to manage challenging conversations, finding resolutions that are acceptable for both the customer and the business
• Regularly tracking and monitoring payment plans to ensure compliance, promptly following up with customers if payments are missed or issues arise
• Maintaining up-to-date and accurate records of customer interactions, account updates, and payment agreements for efficient follow-up and future reference
• Meeting or exceeding individual Key Performance Indicators (KPIs), including collection goals, customer satisfaction metrics, and response time targets
• Working collaboratively with internal teams to identify and resolve blockers or queries that may impact debt recovery, ensuring a smooth and efficient collections process
• Meeting department objectives, share feedback, and contribute to process improvements that enhance the customer experience and efficiency
  
  

The Spark we're Looking For

• Minimum of 1 year’s prior experience in a collections or customer-facing role
• Experience working in a regulatory environment (desirable)
• Problem solving skills to diagnose issues, identify solutions, and provide effective resolutions
• Ability to empathize with customers and handle difficult situations with patience and understanding
• Clear, confident, and professional in speaking with customers, with the ability to convey information effectively
• Working within a team environment, supporting colleagues and contributing to a positive workplace culture
• Effective negotiation skills to reach balanced payment agreements that align with customer circumstances and company goals
• Meticulous and thorough in capturing and recording customer information
  
  

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 [email protected]