Collections Specialist- Commercial Energy

Overview

Providing exceptional support and advice to our customers is at the heart of our business. As a Collections Specialist – Commercial Energy, you will support customers who are in arrears by managing outstanding balances, working through disputes and where appropriate agreeing sustainable and appropriate repayment solutions, and protecting both customer relationships and business revenue.

This role requires a confident, balanced approach combining empathy, commercial awareness and effective decision making to deliver fair outcomes for customers and the business. You will ensure collections activity is completed in line with internal policy and regulatory expectations, taking early and proactive steps to manage arrears while adhering to the principles of Treating Customers Fairly.

Customer & Industry Context

You will work with microbusinesses, SMEs and commercial customers within the UK energy market, supporting customers with varying contract types, billing structures and meter configurations, often during periods of cashflow pressure, dispute or financial difficulty.

Responsibilities

• Manage inbound and outbound contact with customers regarding overdue accounts.
• Review billing, balances and energy consumption across customer accounts.
• Negotiate payment solutions and repayment plans to support timely resolution.
• Identify and escalate disputes, vulnerabilities and solvency risks in line with policy.
• Apply collections processes in line with regulatory and company requirements.
• Maintain accurate account records and case notes.
• Work collaboratively with internal teams to resolve customer queries effectively.
• Contribute to continuous improvement and maintain high quality standards.
• Develop industry knowledge to provide informed customer support.
• Achieve individual and team KPIs within a target‑driven environment while maintaining compliance and customer focus.

What you'll need to succeed

You are confident, collaborative and proactive, contributing ideas and sharing knowledge to support continuous improvement. You value personal development and work positively with colleagues through feedback, collaboration and coaching, with opportunities and support provided to help you grow.

• Confident communicator with the ability to handle difficult conversations professionally.
• Able to balance empathy with a commercial and outcome‑focused approach.
• Strong problem‑solving, analytical and negotiation skills.
• Resilient, adaptable and comfortable working to targets and processes.
• Previous experience in debt collection, arrears or a contact centre environment.
• Collaborative, proactive and motivated team player with strong attention to detail.
• Excellent written and verbal communication skills.
• Experience in debt recovery, credit control, utilities or financial services.
• Experience supporting commercial or business customers.
• Knowledge of the energy or renewables sector.
• Outbound collections experience and/or working with external debt recovery agencies.
• Awareness of regulatory requirements, including fair customer treatment, financial vulnerability, data protection and collections processes.

Hybrid working explained: When and where you’ll be in the office

Our office is based in Chippenham, Wiltshire. For this role, we’re looking for candidates who can come into our Chippenham office once a month.

We offer both formal and informal flexible working options. Full‑time hours are 37.5 per week, Monday to Friday.

The office is fully accessible, allowing everyone to participate fully in their working lives regardless of any mobility challenges. We promote work‑life balance and flexibility through hybrid working, which combines both remote and office work.

Benefits you can rely on

• £500 work from home allowance – an annual allowance paid monthly alongside your salary to support working from home costs.
• £500 travel allowance – an annual allowance paid monthly alongside your salary to support travelling to work costs.
• £500 annual development allowance – to spend on your chosen development area.
• 5% annual bonus – company‑wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.
• 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. Option to buy additional leave.
• Ethical pension plan provided by Aviva, with employer‑matched contributions up to 7.5% of your base salary.

Our Commitment

We're a committed member of Inclusive Employers and value people’s differences – we recognise the strength that they give us. We work hard to be a supportive community where everyone has equal opportunities and we encourage applications from people irrespective of background, circumstances, age, disability, ethnicity, religion or belief, gender identity or sexual orientation.

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