The Energy Revolution 🎉

Valda Energy is a dynamic and rapidly growing energy supplier based in Bicester, committed to driving business success through smart, reliable energy solutions. Established in 2019 by industry experts, we bring together a diverse combination of talent to foster continuous sustainable growth. We challenge the existing marketplace with our leading, tech-driven, and customer-focused approach. Our passion for innovation and dedication to exceptional service sets us apart.

At Valda Energy, we live by our core values: communicate, collaborate, own it, embrace change, and put the customer first. We believe that our people are our greatest asset, and we are dedicated to fostering a supportive and evolving culture. From introducing new benefits to offering structured training opportunities and hosting frequent social events, we ensure our employees thrive.

How you will Energise Our Team 🤝

As a Recoveries Advisor, you will be responsible for managing accounts that are at risk of further collections activity due to non-payment of utility services (electricity & gas). You will engage with customers to discuss outstanding payments, negotiate payment plans, and offer support to prevent service interruptions. Your role will be critical in ensuring risks are managed according to regulatory guidelines, company policies, and customer needs.

The day-to-day responsibilities will include but are not limited to the following:

• Identify customer accounts in arrears, monitor outstanding balances, and determine the most appropriate course of action to prevent further collections activity

• Contact customers by phone, email, or letter to notify them of overdue balances, potential disconnection, and the options available to avoid service interruption

• Negotiate repayment plans or provide guidance on financial assistance programs, ensuring customers understand billing, consequences of non-payment, and available support to help them manage their accounts

• Manage the disconnection process for unpaid accounts in compliance with legal and regulatory requirements, and ensure timely reconnection once payment or an agreement has been made

• Escalate high-risk or sensitive cases to senior management or external debt collection agencies as required

• Maintain accurate records of customer interactions, agreements, and actions taken, following all regulatory and internal procedures

• Collaborate closely with collections, billing, and customer service teams to ensure a seamless approach to disconnections, reconnections, and payment resolution

The Spark we're Looking For 🔍

• Previous experience in collections, or credit control role, ideally within the utilities sector or similar industries

• Strong interpersonal and communication skills for engaging with customers in sensitive situations, both verbally and in writing

• Ability to negotiate payment plans, and other solutions with customers who may be facing financial difficulties

• Strong problem-solving skills to handle complex customer situations and find appropriate solutions to avoid disconnection

• Understanding of industry regulations related to disconnections and payment practice (desirable)

• High level of accuracy when documenting customer interactions and managing sensitive account information

• Ability to manage multiple accounts, track payment plans, and ensure timely follow-up actions are taken 

Perks that Power Your Journey ⭐️

• Annual Salary up to £25k

• Company Annual Bonus Scheme

• 25 days of annual leave plus bank holidays, a length of service award increasing up to 30 days, plus an extra day off during your birthday month

• Private Medical Insurance with Vitality Health

• Access to The Grid, our employee engagement and rewards platform, giving you exclusive discounts at hundreds of retailers, wellbeing resources, recognition tools, and more

• Life Insurance policy, providing coverage at four times your salary

• Employee Assistance Programme offering confidential support and guidance

• Enjoy an array of complimentary snacks, drinks, and lunch options in our office

• Salary sacrifice pension scheme where we will match contributions up to 4%

• In-house learning and development team devoted to nurturing your talent, unlocking potential and propelling you towards being your best

• Refer a friend scheme (up to £500), monthly team events, annual company events & recognition awards  

If you like the sound of this role, we encourage you to apply even if you aren’t confident that you meet all of the requirements – you may be just who we’re looking for. We are extremely proud to be an equal opportunity employer and actively encourage applications from all backgrounds. To make your recruitment experience with us accessible to you, we encourage you to let us know if you have any individual requirements. We are here to support you, so please reach out to our team on joinus@valdaenergy.com