Collections Officer

As a Collections Officer at Guernsey Electricity, you take on a crucial role in our Collections team, where your primary responsibility is to ensure the effective and ethical collection of outstanding debts while maintaining a high level of customer service. This profile outlines your responsibilities and the expectations we have for you as a Collections Officer. 

Debt Collection

•  Contact customers with outstanding debts and provide courteous and professional assistance to facilitate debt resolution.
• Negotiate repayment plans and arrangements with customers to address their financial obligations.
• Handle a diverse range of debt-related inquiries, providing clear and accurate information and guidance. Liaise with 3rd party charities such as Age concern, CAB and Guernsey Welfare Service on behalf of the customer when requested to do so. 

 Handling Disconnections and Prepayment Meters

•  Manage disconnections of services when necessary, adhering to regulatory requirements and ethical practices.
• Assist in transitioning customers to prepayment meters, ensuring a smooth process while addressing outstanding debts.

 Petty Debts and Legal Action

•  Identify and manage cases involving petty debts and legal action when required.
• Collaborate with the legal department and Head of Customer Experience to prepare reports and papers for court action, ensuring compliance with all legal and regulatory requirements.
• Maintain precise records and customer interactions.

 Data Management and Administration

•  Maintain accurate records of all debt collection activities, payments, payment plans and communication. 
• Ensure compliance with legal and ethical collection practices.
• Utilise the company's debt collection process for efficient record-keeping and case management.

 Customer Engagement

•  Communicate with customers in a respectful and empathetic manner, understanding their financial circumstances. Each customer is different. 
• Address customer inquiries and concerns related to outstanding debts, providing timely and relevant solutions.
• Educate customers on available support and options for debt resolution.

 Reporting and Analysis 

• Generate reports on debt collection performance, trends, and key metrics to support decision-making and process improvement.
• Collaborate with the Collections Team Lead to contribute to department-wide targets and initiatives.

 Our Customer-Centric Approach 

• At Guernsey Electricity, we recognise that financial challenges can affect our customers. As a Collections Officer, your role is crucial in maintaining a customer-centric approach, ensuring that customers receive support and solutions during difficult times. Your work directly impacts our customers financial well-being and overall satisfaction.

 End-to-End Debt Resolution: 

• In this role, you will manage the end-to-end debt collection process, taking ownership of each customer's case. Your focus will be on finding suitable and sustainable debt resolution options that align with individual customer circumstances.

 Supporting Continuous Improvement: 

• Our company is committed to continually improving our collections policies and processes. As a Collections Officer, you will actively participate in these improvement efforts, contributing to the evolution of our debt collection methods and customer service.

• Resilience and high empathy are essential for dealing with challenging debt collection cases every day.
• Adaptability to navigate changes in the financial landscape and collections regulations.
• Strong time management and organisational skills to manage a portfolio of customer debt cases.
• Agility and ownership skills to thrive in a fast-paced, at times high-pressure, collections environment.
• Excellent written and verbal communication skills, particularly in delivering sensitive financial information. Proficiency in using debt collection database and D365 system.
•  Attention to detail is vital in managing disconnections, prepayment meter transitions, petty debts, and legal actions.
• A focus on providing fair and ethical debt resolution solutions that focuses on the customer's well-being.
• The confidence to suggest process improvements to enhance our collections practices.

Now is an exciting time to join Guernsey Electricity and you can play a critical role in helping Islanders transition to a more sustainable future.