Collections Specialist

• Values-driven culture - we’re really proud of our culture.
• Personalised Learning and Development Budget
• Hybrid working hours - two days a week in our London office
• 25 Holiday Days + your local bank holidays
• 1 Birthday day - it only happens once a year!
• 3 So Giving Days - spend these days giving back to your chosen cause
• Religious Celebrations Leave
• Mental Healthcare - Unlimited sessions with Unmind
• Enhanced Family Leave

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 350,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.

We want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable

Reporting into Customer Engagement Team Leader,Sophia, an ideal candidate is someone who thrives in a fast-paced environment, works well within a team and is passionate about what they do. You should enjoy working in a target driven environment where you will be rewarded through a performance bonus for delivering an exceptional customer experience. Excellent interpersonal and communication skills are key; both when interacting with our customers, as well as with fellow team members. We’re looking for an enthusiastic person that can work at speed and to KPIs without compromising on the quality of experience they deliver to the customer.

What you’ll be getting up to:

• As our customers’ primary point of contact during difficult times, you’ll be the friendly voice of So Energy
• Negotiating payment arrangements for underpaying customers on monthly direct debit
• Making outbound and receiving inbound contacts (calls and emails) from customers unable or unwilling to maintain payments while use your expertise, creativity, and passion to meet their needs
• Remind customers that behind our great products are amazing people, ensuring that we continue to deliver our 5* rated customer service
• You'll spend your time speaking to customers over the phone both inbound and outbound and working across an omni-channel customer service platform that will require you to work on email and phone calls

• Experience negotiating payment arrangements for underpaying customers on monthly Direct Debit
• Strong communication skills
• Track record of delivering against targets or KPIs
• The ability to priorities your own work to deliver the best outcomes
• Previous experience in a customer centric environment