About this role
Capita
As a Collections Advisor, you will support customers by handling account-related enquiries, resolving issues efficiently, and providing excellent service. You will help manage customer concerns, support complaint resolution, and ensure all activities are completed in line with company policies and legal requirements. We are looking for a customer-focused professional with strong communication skills, attention to detail, and a proactive approach to problem-solving.
Job Description
What you'll be doing:
- As a Collections Advisor, you will be supporting Ireland's leading energy brand, providing excellent customer experience on all interactions, and assisting our customers in reducing their arrears. You will be supported with extensive initial training, so that we can help you to build your knowledge and skills required to work with confidence. What you’ll be doing:
- Handling outbound / inbound calls, requesting payment from the customers with overdue bills
- Assisting customers in financial hardship, providing options and solutions to reduce their arrears
- Building rapport, empathising and handling difficult conversations with customers who are struggling financially
- Dealing with some of our more vulnerable customers and their complex needs
- Ensure day-to-day service delivery targets are met, dealing with all queries and requests in a timely, professional and consistent manner
- Accurately record all contact interactions on systems in line with expected process
- Embracing learning, coaching and development to continuously improve your skills and capability
Skills you need to succeed:
- C1 English skills
- Excellent interpersonal and organisational skills
- Highly effective verbal and written communication skills, including a high standard of vocabulary & grammar
- Telephone and computer literate.
- Ability to demonstrate empathy and ownership of customer problems, inspiring customer confidence
- Self-motivate
- Able to work in shifts between 09:30-21:00 Monday to Friday, 5 days a week in hybrid model (3 days from the office / 2 days from home)
- Ready to work full time on site for first 6 weeks
What we offer
- Take care of your health - with supplementary medical insurance with LuxMed
- Generali group insurance
- Multisport or MultiKafeteria benefit systems
- Work-life balance that matters - friendly teams, supportive leaders, and a positive atmosphere (a 30-minute lunch break included in the 8-hour working day)
- An extra day off for voluntary activities close to your heart
- International experience every day - collaborate in a diverse, multinational environment influenced by British culture
- Inclusive employee networks - join communities that celebrate diversity, where you can connect, share, and learn
Capita is a digital consulting, transformation, and services company. Every day, our colleagues help millions of people by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments, and citizens. We partner with our clients and provide them with the insights and cutting-edge technologies that give them back their time, allowing them to focus on what they do best and making people's lives easier and simpler. We have offices in the UK, Europe, India, and South Africa. Capita is a leading business services provider employing over 34,000 people across the UK and Europe.
We are an equal opportunity employer, which means we will consider all qualified applicants regardless of gender identity or expression, ethnic origin, national origin, religion or belief, age, sexual orientation, disability status, or any other protected characteristic. We recruit and develop our people based on merit and passion for improving results, and we are committed to creating an inclusive environment for all employees.