To prevent any disconnection of a customer supply and work to resolve any outstanding debt in an amicable way, ensuring we still provide a 1st class customer experience despite the circumstances.

Reports to: PDV and Disconnections Manager

Responsibilities of the role (What we want you to do)

1. Liaising with our 3rd party provider to arrange site pre-disconnection visits (PDVs).
2. Review visit reports to ensure key information has been captured and queries are resolved.
3. Manage calls/emails from PDV agents to support at time of visit.
4. Review account after visit and determine if it needs to move to disconnection.
5. Manage disconnections process via 3rd party/meter operator, based on a case managed approach.
6. Pro-actively chase the customer prior to disconnection to attempt to resolve and prevent disconnection.
7. Manage re-connection of supply for customers who pay overdue balance, post isolations.
8. Sensitively manage and resolve any disputes which arise during the process.
9. Keep the customer fully informed throughout the process.
10. Create excellent working relationships across the Verastar colleague community.
11. Ensure own activity complies with all regulatory standards, GDPR and quality policies.
12. Maintain and deliver the technical knowledge of Verastar's products and services.
13. Autonomy on daily tasks and responsibility levels for completion of tasks.

Success Measures (What success in the role looks like)

1. Failed Disconnection %
2. Query Resolution SLA
3. Cash collections
4. Average Talk time
5. Answer rates
6. Direct Debit resets
7. Call Quality & compliance

Experience (What you need to have already done to be right for this role)

1. 12 months experience working in a debt recovery or collections role, essential.
2. Experience of working in the Utilities sector, highly desirable
3. Demonstrate understanding of Utility disconnections process, desirable.
4. Experience in complex dispute resolution.
5. Experience in the sensitive delivery of difficult messages.
6. Relatable and positive experience of working in a fast paced transforming organisation, where everything isn’t perfect, but we’re working hard to get there.

Skills (The personal capabilities needed to excel in this role)

1. Strong written and verbal communication skills, with a supportive approach to both customers and colleagues.
2. Strong numeracy skills.
3. Effective problem-solving skills with the ability to find new & improved ways of working.
4. Positive and proactive approach.
5. Open, honest and customer-focussed approach.

Qualifications and other requirements

1. Computer literate and experience in using Microsoft Office packages, Excel, Access, Word.
2. Within reasonable commuting distance of the Sale office, essential.

Verastar Values

Our core values are at the heart of everything we do, and some of the ways they transform into our best practice customer behaviours can be seen below.

Innovative: We find a better way

• We actively seek feedback from our customers to understand how we can improve.
• We seek new ways to communicate with our customers, in a way which suits them.
• We are inquisitive about our customers’ needs, enabling us to provide the best resolution for them.

Passionate: We go the extra mile

• We own our customer queries and keep going until we’ve found a resolution.
• We get back to people when we way we will, and we aim to over-deliver on our promises.
• We strive to continuously improve the service we deliver to our customers.

United: We are one team

• We share our knowledge and expertise so we can learn from each other.
• We welcome and support new joiners and help them in their learning journey.
• We’re happy to provide support to other teams when needed.

Straightforward: We keep things simple

• We make things easy for our customers.
• We communicate clearly and honestly in all our interactions.
• We do what we say we will.