Ogi
Collections Agent 9-month FTC
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Who are we?
Ogi is a leading full-service Welsh telco with big ambitions. We’re a network builder and operator, already hitting more than 20% penetration across our residential services. Our Ogi Pro business brand offers everything from telephony to managed IT services – and a recently launched high-capacity wholesale network spanning the M4 motorway route from Cardiff into England means we have quite a few strings to our bow.
Who are we looking for?
As a Collections Agent, you will provide everyone with an outstanding service at every stage of their relationship with Ogi. This is central to the company’s ethos and success. The role focuses on handling customer care billing queries and issues, including invoice enquiries, adjustments, and supporting customers through debt recovery – with particular attention to vulnerable customers. Providing outstanding service at every stage of the customer journey is central to Ogi’s ethos and continued success.
Our Customer Care Collections Agent will have a proven track record in delivering exceptional customer service, ensuring that every interaction is handled with care, accuracy, and professionalism.
You’ll work closely with teams across Ogi, acting as a voice for the customers and communities we serve, while playing an important part in strengthening our overall performance and reputation.
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The Role
The Customer Care Collections Agent role will include, but not be limited to:
- Managing high volume inbound calls in line with our Service Level KPIs
- Dealing directly with basic and recurring billing queries, with a focus on resolving all incidents on first contact, first time
- Managing complex billing diligently and professionally, responding across a wide range of touchpoints, including calls, emails
- Managing payment plans, ensuring a high success rate in payments
- Ensuring our CRM is kept up-to-date with relevant information
- Initiating outbound contacts to debt customers to recoup outstanding balances
- Providing exceptional support for customers in financial hardship
- Managing existing customer debt and contacting customers as needed to collect payments on overdue balances
- Supporting the Dunning process, providing a customer-centric approach to debt recovery through every step of the journey
- Conducting proactive work relating to early warning of Direct Debit failures
- Working on various ad-hoc projects related to debt, debt recovery, and customer account management
- Collaborating with and supporting our Billing Manager as necessary
- Contributing to the company’s customer service strategy, bringing first-hand experience of dealing with customers to the centre of the approach
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Knowledge, Skills + Experience
Desirable
- Extensive experience of delivering outstanding customer service to both business and residential customers
- A background in managing and resolving customer complaints in a timely and effective manner
- Experience delivering high-quality customer services across a range of multi-channel platforms, including social media and online communities, ensuring consistency
- Experience acting as a customer champion and leveraging customer knowledge for immediate and long-term improvements
- Familiarity with handling ongoing projects and initiatives related to debt recovery and account management
Essential
- Strong communications skills, both verbal and written/online, with the ability to adapt tone to meet customer needs
- Demonstrated track record in handling high volumes of customer inquiries
- Ability to remain professional, patient, and empathetic during difficult interactions
Qualifications
- GCSE qualifications (or equivalent)
- IT literate, possessing the ability to use Microsoft Office suite applications (e.g., Excel, Word) effectively
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