Job Details

B2B Collections advisor

Horsham, Greater Manchester, United Kingdom, £13 , Contract

Posted: 1 hour ago


Corporate Functions help deliver our strategy and plans for growth. We shape and steer the direction of the business by managing our people, finances, shared services and buildings. We also oversee our legal, regulatory and compliance obligations too.

As a member of the Managed Collections Team within Group Customer Billing & Assurance, you'll be responsible for cash collection and debt reduction against an assigned portfolio of accounts. You'll educate customers to make payment by the due date, encourage our preferred payment methods, and ensure any barriers to payment are resolved to facilitate payment. You'll be working with other teams to provide a seamless service to our customers, utilising a rang of shared support services, and delivering a brilliant customer experience.

What I'll be doing - your accountabilities The skills you need

Your targets and KPIs will focus on cash collection, debt reduction, and delivering a quality service to our customers.

You'll be:

Contacting customers by telephone (preferred) or email, securing payment commitments, negotiating, encouraging preferred payment methods, and educating customers to improve payment patterns to minimise overdue debt.
Investigating and resolving payment related queries in a professional, timely and quality manner.
Escalating cash risks for intervention within BT and the customer's organisation to avoid late payment/poor customer experience.
Meeting set targets for cash collection/overdue debt, quality, and customer experience
Making effective collections calls and negotiating for full or part payment where disputes/enquiries exist.
Protecting and developing customer loyalty through the provision of an excellent service to our customers.
Maintaining accurate and timely records of conversations/actions taken.
Providing stakeholder reporting on key debt and cash opportunities
Adhering to all necessary S-Ox controls, Policy and Process requirements for Data Security and Financial controls.
Portraying BT Managed Collections in a positive and professional image at all times.
Providing cover for colleagues during periods of absence to ensure that key tasks are covered
Attending conference calls/meetings/1:1's/forums when/where required
Supporting your colleagues, Line Manager and the wider Group Customer Billing & Assurance teams.

Background and experience in Customer Service, (B2B Collections or Credit Control experience desired/preferred).
Excellent Customer Service and rapport building/negotiation skills
Great communication skills with strong written and verbal competency.
Effective influencing and problem solving skills and the ability to manage conflict well.
Confident decision maker, able to display tact and diplomacy and reasonably defend decisions where required.
Excellent organisational skills, highly motivated with the ability to prioritise, manage and collaborate with wider virtual teams
Flexible and comfortable with change to support tactical sprint activities and changing stakeholder requests.
Good commercial acumen and financial skills
Proficient in range of Microsoft office software, Excel, Outlook, Teams, PowerPoint, Word, Access, SharePoint etc.
Safeguard customer data in line with GDPR regulations and all other process and policy pertinent to protecting sensitive information

Job Details

Horsham, Greater Manchester, United Kingdom