Collections Advisor
other jobs Southern Water
Added before 5 Days
- England,South East,West Sussex,Worthing
- Full Time, Permanent
- £28,000 - £30,000 per annum
Job Description:
Job Title: Collections AdvisorLocation: Durrington (Hybrid working)
Contract Type: Permanent
Hours: Full time (37 hours per week)
Salary: Up to £30,000 per annum
About the role
At Southern Water, our Collections team plays a critical role in supporting customers while safeguarding the financial sustainability of our services. As a Collections Advisor, you’ll manage a diverse and high-value debt portfolio across both business and household customers, balancing compassion with commercial awareness.
This is a fast-paced, varied role combining phone-based collections, written correspondence and account management. You’ll take ownership of your accounts from first contact through to resolution, helping customers understand their bills, addressing issues and agreeing realistic repayment arrangements.
What you will be responsible for:*Engaging with customers to understand the reasons behind non-payment and tailoring solutions to suit individual circumstances
*Taking ownership of accounts, resolving billing or account queries and negotiating sustainable repayment plans
*Managing a high-value and varied debt portfolio, including complex and long-standing cases
*Handling inbound and outbound customer contact across multiple channels, including calls, emails and written correspondence
*Producing accurate bills and ensuring all account details and interactions are recorded correctly and consistently
*Working closely with internal teams, third-party partners and escalating complex cases where appropriate
*Identifying and supporting vulnerable customers, including signposting to relevant internal and external support services
What you’ll bring to the role
Essential
*Proven experience handling difficult or sensitive conversations with customers, ideally in a collections, credit control, sales or call-centre environment
*Confidence using the telephone as your primary communication tool, alongside written customer communication
*Strong problem-solving skills with the resilience to manage challenging situations professionally
*Excellent attention to detail, with the ability to maintain accurate records and account information
*Good numeracy skills and confidence using Microsoft Office applications
Desirable
*Previous experience in debt recovery, payment management, litigation support or credit control
*Experience managing customer accounts in a fast-paced or target-driven environment
Contract Type: Permanent
Hours: Full time (37 hours per week)
Salary: Up to £30,000 per annum
About the role
At Southern Water, our Collections team plays a critical role in supporting customers while safeguarding the financial sustainability of our services. As a Collections Advisor, you’ll manage a diverse and high-value debt portfolio across both business and household customers, balancing compassion with commercial awareness.
This is a fast-paced, varied role combining phone-based collections, written correspondence and account management. You’ll take ownership of your accounts from first contact through to resolution, helping customers understand their bills, addressing issues and agreeing realistic repayment arrangements.
What you will be responsible for:*Engaging with customers to understand the reasons behind non-payment and tailoring solutions to suit individual circumstances
*Taking ownership of accounts, resolving billing or account queries and negotiating sustainable repayment plans
*Managing a high-value and varied debt portfolio, including complex and long-standing cases
*Handling inbound and outbound customer contact across multiple channels, including calls, emails and written correspondence
*Producing accurate bills and ensuring all account details and interactions are recorded correctly and consistently
*Working closely with internal teams, third-party partners and escalating complex cases where appropriate
*Identifying and supporting vulnerable customers, including signposting to relevant internal and external support services
What you’ll bring to the role
Essential
*Proven experience handling difficult or sensitive conversations with customers, ideally in a collections, credit control, sales or call-centre environment
*Confidence using the telephone as your primary communication tool, alongside written customer communication
*Strong problem-solving skills with the resilience to manage challenging situations professionally
*Excellent attention to detail, with the ability to maintain accurate records and account information
*Good numeracy skills and confidence using Microsoft Office applications
Desirable
*Previous experience in debt recovery, payment management, litigation support or credit control
*Experience managing customer accounts in a fast-paced or target-driven environment
Job number 3682422
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