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    Pensions assistant - Stroud, Gloucestershire, United Kingdom - Ecotricity

    Ecotricity
    Ecotricity Stroud, Gloucestershire, United Kingdom

    2 weeks ago

    Default job background
    Full time
    Description
    The main purpose of the role is to manage our domestic customers through the debt recovery journey. This includes dealing with outcomes following a debt collection visit by our third-party partners.

    There could be other elements of the process that you would work on, such as updating our customer data, fixing any issues preventing debt collection, answering queries from our third parties, and supporting our customers who may be experiencing permanent or temporary financial challenges.

    Escalate accounts to our third-party debt collection agencies and manage any queries received as a result of this.
    Investigate and resolve complex customer or account queries, providing resolutions within the agreed timeframes.
    Work with other departments to resolve accounts so they can go through the debt recovery process.

    Liaising with letting agents, landlords, housing associations and other third parties to establish who is responsible for the energy usage at a property.

    Handling other energy account administration, such as checking and recording Power of Attorneys, processing individual insolvencies, and managing accounts where the customer has passed away.

    Be ready to answer and handle low volumes of inbound telephone calls.

    Make outbound calls as required to chase up outstanding information we need to help progress accounts and answer customer or third-party queries.

    Any other ad-hoc duties as requested by Manager or Head of Department.


    Working within the Debt Recovery Team, you will be multi-skilled, flexible, and be reactive within a fast-paced office environment with fluctuating workloads.

    You should be passionate about helping our customers and can think outside the box.

    In addition to the core responsibilities, you may undertake other project-based work as the need arises within the team/ department.

    All aimed at delivering a high and consistent quality of service to our customers.

    Good computer literacy, including Microsoft Word and Excel
    Experience in using multiple "sector specific" software packages would be useful, but not essential.
    Team Player, with experience working independently where required but also positively contribute to team performance, meetings, and projects.
    Healthcare plan, life assurance and generous pension contribution
    Hybrid working
    Various company discounts (including gym, shops, days out and events)
    Holiday of 25 days (plus bank holidays) & ability to buy/sell days
    Cycle to work scheme, car pooling and onsite parking available
    As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025


    The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis.

    This allows the company to use it's people in the best possible way at all times and helps the employees to make make their contribution in a changing environment.

    Ecotricity is Britain's greenest energy company.

    Our mission was, and remains, to change the way energy is made and used in Britain- by replacing fossil fuels with clean, renewable energy.

    We don't just supply green energy, we use the money from our customers' bills to make it ourselves too- we build windmills and sun parks in Britain.

    In 2021, we started work on building two new solar parks, and now we're bringing geothermal energy to our customers' fuel mix, a first in the UK.

    We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk.

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