Are you ready for a fast-paced role where you can take on challenging conversations and make a real impact? Thames Water is seeking resilient and results-driven individuals to join our dedicated Collections Team. As a Debt Collections Agent, you’ll play a crucial role in recovering overdue payments, navigating sensitive customer interactions, and supporting customers to regain financial stability—all while safeguarding the business’s interests.

This is an opportunity to showcase your problem-solving skills, tackle challenging conversations, and make a meaningful difference in people’s lives.

What You’ll Be Doing as a Debt Collections Agent

You’ll work on the frontline of our debt recovery efforts, managing difficult conversations with professionalism and determination, and achieving resolutions that work for both the customer and the business.

Key Responsibilities:

Recover Overdue Payments: Proactively contact customers with overdue accounts via phone, email, and letters to discuss financial obligations and secure payments.
Handle Challenging Calls: Confidently address objections and navigate sensitive conversations with composure and focus on solutions.
Negotiate Payment Plans: Collaborate with customers to agree on realistic repayment arrangements, ensuring compliance with company policies and regulatory guidelines.
Identify Risks and Escalate When Necessary: Recognize accounts requiring further action and escalate complex cases to the appropriate team for resolution.
Maintain Accurate Records: Log all customer interactions, ensuring account information is precise and actions are well-documented.
Support Vulnerable Customers: Identify signs of vulnerability and signpost customers to internal or external support services as appropriate.

This role demands a balance of empathy and assertiveness. You’ll need to be firm yet fair, understanding individual circumstances while achieving the goal of debt resolution.

Location and Training

This role is based at our Walnut Court office in Swindon. During your probation period (a minimum of six months), you’ll work on-site to receive hands-on training and support.

Training Start Date: Monday, 10th February 2025.

Training Hours: 9:00 am to 5:00 pm for four weeks. Attendance is essential to set you up for success.

Post-Training Working Hours: Monday to Friday, 8:00 am to 8:00 pm, on a rotating shift pattern, including:
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’ll Bring to the Role
We’re looking for individuals who thrive in challenging situations and possess: *Strong Communication Skills: Confidently and clearly explain complex issues while maintaining professionalism and respect.
*Resilience Under Pressure: Remain composed during tough conversations and excel in high-pressure environments.
*Problem-Solving Ability: Think creatively and proactively to find solutions that achieve the best outcomes for both the business and the customer.
*Attention to Detail: Maintain meticulous records, ensuring every interaction is logged accurately.
*Results-Driven Mindset: Stay motivated to meet targets and deliver tangible results.

Your Experience
To excel in this role, you’ll bring: *Proven experience in roles involving challenging customer interactions, such as debt recovery, customer service, or credit control.
*Confidence managing multi-channel communications, including phone, email, and letters.
*Proficiency with Microsoft Office and the ability to work across multiple systems effectively.

What’s in It for You? *Benefits Include:
*Competitive Salary: £24,560 per annum.
*Annual Leave: 24 days per year, increasing with service, plus bank holidays.
*Pension Scheme: A contributory pension with employer contributions of up to 12%.
*Training and Development: Comprehensive training to set you up for success.
*Employee Benefits Hub: Access to discounts and well-being resources to support your personal and professional life.
Who Are We?

Thames Water is the UK’s largest water and wastewater company, serving over 16 million customers. Our mission is to help customers, communities, and the planet thrive.

At Thames Water, every day is an opportunity to make a difference. Whether you’re resolving complex issues or helping customers on their journey to financial stability, you’ll be part of a diverse and inclusive team working towards a sustainable future.

Disclaimer: Due to the high volume of applications, this advert may close early, so apply soon to avoid disappointment.