Ecotricity
B2B Collections SME Assistant
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About The Role
The Commercial Debt SME Assistant will be responsible for managing Small to Medium-sized Enterprises (SMEs)—businesses defined by government standards with employee numbers and turnover below set thresholds. These represent 83% of customer accounts within the Commercial Portfolio.
Proven experience in managing SME Commercial Energy Debt is critical. Reporting directly to the Commercial Debt SME Team Leader, you will oversee all SME commercial debt management activities, prioritising cash collections and bad debt minimisation. Collaboration with B2B colleagues across the department is key, with a framework governed by quality, compliance, and exceptional customer service standards.
Responsibilities
Core Duties
- Ensure inbound & outbound calls adhere to agreed quality and productivity KPIs.
- Meet dunning targets against set targets and individual KPIs.
- Maintain SME customer compliance with industry regulations (e.g., micro-business standards, refund procedures).
- Investigate and resolve internal and external complaints within agreed timescales.
- Resolve customer queries across multiple communication channels within specified timeframes.
- Prepare SME accounts for handover to the Escalations Team, ensuring data accuracy.
- Meet SME debt performance KPIs and targets.
- Negotiate payment plans with customers to achieve fair outcomes for both parties.
- Manage vulnerability and affordability, ensuring compliance with regulatory requirements for fair treatment.
- Identify, manage, and escalate (to the Escalations Team) high-risk or delinquent SME customers.
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Collaborative & Operational Support
- Work closely with business peers to prevent process delays impacting Debt (e.g., billing, work items).
- Contribute to project-based work across the Ecotricity group to uphold high service quality.
Requirements
Experience & Skills
- Proven experience in a collections environment, ideally within energy.
- Multiskilled, flexible adaptability to fluctuating workloads in a fast-paced setting.
- Strong numerate and analytical skills, with proficiency in root cause analysis.
- Enthusiasm for customer-facing roles and people development.
- Excellent listening, verbal, and written communication.
- Ability to prioritise workloads and work independently.
- Team player with aligned behavioural standards.
- Intermediate Excel skills required; competence in Microsoft Office packages.
Soft Skills
- Maintain a positive learning culture, empowering self and colleagues.
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About Us
Benefits
- Comprehensive benefits package:
- Healthcare plan, life assurance, and generous pension contributions.
- Annual Volunteering Day.
- Hybrid Working model.
- Company discounts (e.g., shops, gyms, events, dining).
- 28 days holiday (25 days + bank holidays) with buy/sell day flexibility.
- Cycle to Work Scheme, car pooling, and onsite parking.
- Support for Group Environmental Policy and sustainability objectives.
Mission & Values
Ecotricity is the UK’s greenest energy company, driving change by replacing fossil fuels with clean, renewable energy. Since 1995, our customer-powered green energy models—like turning bills into windmills—have pioneered sustainability.
Beyond energy, we’ve:
- Built the Electric Highway (UK’s leading EV charging network).
- Empowered Forest Green Rovers as the world’s greenest football club.
- Launched Ecotalk, Britain’s greenest mobile service, rebuilding lost rainforests.
Flexibility Statement
Due to the fast-moving business, tasks may occasionally expand beyond the original job description. This adaptability optimises team contributions and aligns with evolving needs.
Equal Opportunities Employer: We are committed to equality, diversity, and inclusion.
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