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Collection Representative

Brighton, Sussex, United Kingdom, £ £ 12.33-12.33 Hourly Hourly, Temporary



Job Title:
Collection Representative
Purpose-to provide brilliant customer service by collecting disconnected equipment and completing a hard/soft disconnect at the customer's premises or at the relevant street site (e.g. street cabinets).
Other duties will include supporting our other field teams when demand if required. To consistently achieve challenging individual and team targets that contribute to the overall business goals.

Key Tasks and Responsibilities

  • Use a hand held Personal Digital Assistant (PDA), to check daily scheduled work, review customer details before a site visit, update notes, and complete relevant forms after a site visit.
  • Drive a van safely to different customer sites as scheduled.
  • Make calls to customers prior to arrival to advise them of expected arrival time and make follow-up calls to customers where necessary.
  • Escalate faults / complaints that cannot be resolved using standard operating practices.
  • Completing customer soft installations and delivering Quick Start equipment.
  • Complete administrative tasks and submit necessary documentation (e.g. monthly H & S equipment check, mileage form etc.).
  • Maintain a tidy, organised, safe and well stocked van, (including cleaning, fuel checks and ordering and collecting necessary stock).
  • Liaise with colleagues and provide support (by phone or in person) if unexpected difficulties/problems arise.
  • Use careful questioning to explore customers' reason for leaving and identify potential retaining solutions.
  • Identify opportunities where a new home owner is residing at a previous customers premise to obtain a sales referrals
  • Demonstrate and maintain excellent technical, product and pricing knowledge, keeping up-to-date with a broad range of information (e.g. by reading daily e-mail alerts and briefings, checking the intranet, keeping up-to-date with offers).
  • Responsible for self-development through effective contribution at regular coaching / feedback and appraisal sessions with Regional CPE Collections Manager.
  • Take an active part in team activities, for example, weekly 'buzz' calls and team meetings, sharing knowledge, and working towards team goals.
  • Take full ownership of own performance service levels, monitoring own performance statistics and taking action where necessary to achieve a range of targets and Key Performance Indicators (e.g. tracing Gone Away customers by calling on neighbours or estate agents).
  • Adhere to all policies and procedures (e.g. Company Standard Operating Procedure (SOP), Service Level Agreement (SLA), technical procedures and legal requirements (e.g. New Road and Street Works Act 1991 (NRSWA), Health & Safety) .
  • Have a broad understanding of departments and where necessary liaise with other departments to find the answer to a query or to prevent a problem from reoccurring.
  • Timely reporting of any significant business risks or identified fraudulent activity.
  • Carry out additional ad hoc duties or tasks as requested by the Regional CPE Collections Manager (e.g. helping out other regional teams).

Critical Skills and Experience Essential

  • Basic computer skills.
  • Basic numeracy e.g. GCSE Maths equivalent Grade C or above.
  • Full & clean driving license (no more than 6 points).
  • Previous experience dealing with customers
  • Ability to work on own initiative
  • Strong communication skills, resilience, confident with a friendly personality to connect with customers
  • To be comfortable speaking with our customers over the phone
  • To be comfortable working in a role that requires you to be out and about visiting customers in all weathers and environments
  • A logical approach to work and problem solving


  • Direct customer facing experience
  • Experience of meeting targets or achieving results
  • Route planning

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Job Details

Not Specified
Brighton, Sussex, United Kingdom
£ £ 12.33-12.33 Hourly Hourly