Collections Advisor

What you’ll be doing as a Collections Advisor 
 As a Collections Advisor, you will be responsible for supporting customers through inbound and outbound calls via telephone. It’s important to take the time to listen to their situation and affordability when organising collections through payment and arranging payment plans.

• Engage with customers to understand their billing enquiries and disputes, ensuring each interaction is handled with empathy and efficiency. 
• Take ownership of each case, tailoring your approach to meet the specific needs of each customer.
• Organise collections through manageable payment plans, always considering the customer's financial circumstances.
• Ask thoughtful questions to make customers feel heard and supported, fostering a positive experience. 

Walnut Court, Swindon.
Hybrid – Monday to Friday, between the hours of 8 am to 8 pm.
Shift pattern as detailed below:
8.00 am – 3.45 pm
8.30 am – 4.15 pm
9.00 am – 4.45 pm
9.30 am – 5.15 pm
10.00 am – 5.45 pm
12.15 pm – 8.00 pm
What you should bring to the role

• A strong passion for customer service, with the ability to empathise and listen to our customers.
• Confident in problem-solving and the ability to help customers who are experiencing financial difficulties.
• Have an excellent telephone manner, to interact with our customers.
• Good IT skills and knowledge of Microsoft Excel, Outlook, and Word.
• A great team player with the ability to work collaboratively.
• Be keen to learn and progress.

What’s in it for you?
This is a fantastic opportunity to make a difference and you’ll be working with like-minded people who have customers at the heart of everything they do. We’re dedicated to giving you great training and we’ll make sure you have everything you need to thrive in this role.

• Competitive salary of £24,560 per annum.
• 24 days of holiday per year increasing to 28 with the length of service. (plus bank holidays)
• Contributory pension - maximum of 12% - 2x employee contribution
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
• Personal Medical Assessments – Open to all once a year.

Who are we?
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.
Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all. But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?
Working at Thames Water
At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.
We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings.
Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.
Find out more about working at Thames Water.
When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an enriching experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.