Recruiter: Carla BallingerHiring Manager: Matt Thomas 37.5 hrs per week, Monday to Friday 8am - 6pm Our hybrid working means in this role you are required to be in the office 3 days per week with the option of working from a place of your choice 2 days per week Why this job matters As a member of the Managed Collections Team within Group Customer Billing & Assurance, you'll be responsible for cash collection and debt reduction against an assigned portfolio of accounts.
You'll educate customers to make payment by the due date, encourage our preferred payment methods, and ensure any barriers to payment are resolved to facilitate payment.
You'll be working with other teams to provide a seamless service to our customers, utilising a range of shared support services, and delivering a brilliant customer experience.
What will the role involve?• Contacting customers by telephone (preferred) or email, securing payment commitments, negotiating, encouraging preferred payment methods, and educating customers to improve payment patterns to minimise overdue debt.• Investigating and resolving payment related queries in a professional, timely and quality manner.• Escalating cash risks for intervention within BT and the customer's organisation to avoid late payment/poor customer experience.
• Meeting set targets for cash collection/overdue debt, quality, and customer experience• Making effective collections calls and negotiating for full or part payment where disputes/enquiries exist.
• Protecting and developing customer loyalty through the provision of an excellent service to our customers.• Maintaining accurate and timely records of conversations/actions taken.• Providing stakeholder reporting on key debt and cash opportunities• Adhering to all necessary S-Ox controls, Policy and Process requirements for Data Security and Financial controls.• Portraying BT Managed Collections in a positive and professional image at all times.• Providing cover for colleagues during periods of absence to ensure that key tasks are covered• Attending conference calls/meetings/1:1's/forums when/where required • Supporting your colleagues, Line Manager and the wider Group Customer Billing & Assurance teams.• Safeguard customer data in line with GDPR regulations and all other process and policy pertinent to protecting sensitive information What are we looking for in our Credit Controller?• We need people who are excellent in rapport building, problem solving skills, prioritisation and motivation to provide the best service possible • You will be comfortable in using a variety of different systems, as you build great relationships with your customers• We hire on attitude and behaviours - you will be eager, a fast learner and confident decision maker, who is able to consistently display tact and diplomacy• You will be adaptable in your approach to different customers and stakeholders, as well as being effective in negotiation and resolution Are you someone who is strong in their relationship building, within your portfolio of accounts?Are you great at problem solving, and getting into the root of an issue?Do you thrive when working autonomously?
Benefits of working for BT include:• Agile and dynamic working environment, where you will feel supported and valued from day one• Flexible working patterns within the hours of 8-6 Monday to Friday, meaning a better work/life balance• Genuine progression opportunities - there has been a lot of internal progression this year alone• Monthly bonus• 22 days' annual leave (not including bank holidays)• Fantastic puplic transport links• Pension scheme - you contribute 5%, BT contributes 10%• Discounted broadband and BT Sport, BT TV and Mobile• BT Share option schemes• Season ticket loan and cycle to work schemes and many more flexible benefits to fit around you