Collections Advisor

Job Title: Collections Advisor

Location: Durrington (Hybrid working)
Contract Type: Permanent
Hours: Full time (37 hours per week)
Salary: Up to 30000 per annum

About the role

At Southern Water our Collections team plays a critical role in supporting customers while safeguarding the financial sustainability of our services. As a Collections Advisor youll manage a diverse and highvalue debt portfolio across both business and household customers balancing compassion with commercial awareness.

This is a fastpaced varied role combining phonebased collections written correspondence and account management. Youll take ownership of your accounts from first contact through to resolution helping customers understand their bills addressing issues and agreeing realistic repayment arrangements.

What you will be responsible for:

• Engaging with customers to understand the reasons behind nonpayment and tailoring solutions to suit individual circumstances
• Taking ownership of accounts resolving billing or account queries and negotiating sustainable repayment plans
• Managing a highvalue and varied debt portfolio including complex and longstanding cases
• Handling inbound and outbound customer contact across multiple channels including calls emails and written correspondence
• Producing accurate bills and ensuring all account details and interactions are recorded correctly and consistently
• Working closely with internal teams thirdparty partners and escalating complex cases where appropriate
• Identifying and supporting vulnerable customers including signposting to relevant internal and external support services

What youll bring to the role

Essential

• Proven experience handling difficult or sensitive conversations with customers ideally in a collections credit control sales or callcentre environment
• Confidence using the telephone as your primary communication tool alongside written customer communication
• Strong problemsolving skills with the resilience to manage challenging situations professionally
• Excellent attention to detail with the ability to maintain accurate records and account information
• Good numeracy skills and confidence using Microsoft Office applications

Desirable

• Previous experience in debt recovery payment management litigation support or credit control
• Experience managing customer accounts in a fastpaced or targetdriven environment

About Southern Water

Southern Water is at the forefront of transforming Britains water industry investing significantly to enhance resilience sustainability and service excellence. With 7.8bn planned investment for this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed.

Youll be joining at a time of significant change working alongside experienced leaders and colleagues who are passionate about making a difference for our customers and communities.

At Southern Water we believe diverse perspectives drive innovation. If youre excited by this role but dont meet every requirement we still encourage you to apply your transferable skills and experiences could be exactly what were looking for.

Our Commitment to Diversity

We welcome applicants from all backgrounds identities and experiences. We do not discriminate based on race ethnicity gender sexual orientation age disability religion or any other protected characteristic. If you need reasonable adjustments during the recruitment process please let us know.

Additional information

In line with Southern Waters security requirements successful candidates will be required to provide evidence of their identity eligibility to work in the UK a criminal record (DBS) check and verification of their employment and/or education history for the past three years.

Appointment to this role is subject to the successful completion of all preemployment checks including security vetting. Southern Water reserves the right to withdraw an offer if these checks are not successfully completed.

#LI-AW1
#LI-Hybrid