Collections Advisor

Southern Water•Worthington, MN

4d•Hybrid

About The Position

Are you ready to make a real impact - helping customers overcome financial challenges while driving positive outcomes for the business? Southern Water is looking for a passionate and skilled Collections Advisor to join our in-house team. If you thrive on energy, problem-solving, and a decision-making team, this is your chance to turn difficult moments into transformative ones. As a Collections Advisor, you’ll be at the heart of our debt resolution efforts. You’ll: - Support Customers in Debt: Understand individual circumstances and offer tailored solutions to help clear outstanding balances. - Resolve Issues & Drive Payments: Take ownership of accounts, address concerns, and negotiate effectively to resolve complex accounts - Ensure Accuracy: Keep account records up-to-date and precise with every interaction. - Champion Communication: Handle inbound/outbound calls, emails, and letters with professionalism. - Collaborate & Escalate: Work with third parties and escalate complex cases to ensure fair outcomes. - Support Vulnerable Customers: Signpost to internal and external support services when needed. We’re looking for individuals who are: - Excellent Communicators: Skilled in listening, connecting, and negotiating with customers. - Resilient Problem-Solvers: Confident in handling tough conversations and finding practical solutions. - Detail-Oriented: Accurate and thorough in updating customer records. - Team Players: Reliable, collaborative, and able to juggle multiple priorities. To thrive in this role, you’ll need: - Proven experience in handling difficult customer conversations and resolving issues. - Background in debt recovery/collections - Proficiency in multi-channel communication (calls, emails, letters). We operate a phone first policy. - Strong numeracy and Microsoft Office skills. - Excellent ability to learn new systems - To be self-motivated and have a passion for delivering results - To have a competitive nature At Southern Water, we’re more than just a utility provider - we’re a team committed to supporting our customers and each other. As a Collections Advisor, you’ll be empowered to make a difference, supported by a dynamic workplace culture that values compassion, integrity, and growth. This role will be full time Monday to Friday with a hybrid approach at our Durrington office 2 days a week, 3 days WFH. We are offering a salary of up to £30K per annum depending on skills and experience as well as other benefits including: • Generous pension up to 11% company contribution • 25 days annual leave • Life assurance equal to 4x salary • Salary sacrifice electric car scheme (after 6 months service) • Health Cash Plan • Full funded eye tests • Two paid volunteering days a year • Occupational health service • Discounts with over 800 popular retailers • Digital GP service • Study support may be available for job-related qualifications • Competitive maternity leave and flexible return to work options • Cycle to work scheme Our purpose is big. Our impact is huge. And we know that every single one of us has the power, through our actions, to positively change society and the environment for good. It’s why careers with us have real meaning. Because, if you’re driven and ambitious, we can offer you huge opportunities for personal growth, professional development and constant innovation. Forever evolving. Forever focused on doing the right thing, we empower and encourage everyone to play to their strengths and to help us shape a fair and positive future for all. We believe in Water for Life. If you do too, Dive Right In. Our customers are at the heart of everything we do, because delivering water for life is our core purpose. To achieve this, we need 24/7 support in place to resolve incidents quickly and efficiently. All our employees understand the importance of out-of-hours incident support – because when problems appear, fixing them is our top priority. That’s why our people join together and support when and however needed to make sure our customers get the service they deserve. Joining the Southern Water family means you’ll become part of our incident support team. During your interview, your manager will speak to you about any incident support rotas that apply to your position. Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that ‘normal’ office hours aren’t possible given your personal circumstances? Whilst we can’t accommodate every flexible working request, we’ll try to find a practical solution. So why not engage with us and find out more about this role?

Requirements

Excellent Communicators: Skilled in listening, connecting, and negotiating with customers.
Resilient Problem-Solvers: Confident in handling tough conversations and finding practical solutions.
Detail-Oriented: Accurate and thorough in updating customer records.
Team Players: Reliable, collaborative, and able to juggle multiple priorities.
Proven experience in handling difficult customer conversations and resolving issues.
Background in debt recovery/collections
Proficiency in multi-channel communication (calls, emails, letters). We operate a phone first policy.
Strong numeracy and Microsoft Office skills.
Excellent ability to learn new systems
To be self-motivated and have a passion for delivering results
To have a competitive nature

Responsibilities

Support Customers in Debt: Understand individual circumstances and offer tailored solutions to help clear outstanding balances.
Resolve Issues & Drive Payments: Take ownership of accounts, address concerns, and negotiate effectively to resolve complex accounts
Ensure Accuracy: Keep account records up-to-date and precise with every interaction.
Champion Communication: Handle inbound/outbound calls, emails, and letters with professionalism.
Collaborate & Escalate: Work with third parties and escalate complex cases to ensure fair outcomes.
Support Vulnerable Customers: Signpost to internal and external support services when needed.