Role Profile

To successfully collect overdue balances from our customers at an early stage and reinstate the customers’ payment methods to Direct Debit.

Responsibilities of the role

• Support customers with account queries by taking inbound calls, whilst adhering to call service level agreements.
• Actively contact customers with overdue balances, through the automated outbound dialer.
• Seek first-time resolution with customers agreeing a payment or payment plan and re-setting Direct debits to avoid future debts.
• Successfully resolve complaints & dissatisfactions in line with our processes.
• Show empathy to customers in financial difficulty sign posting them to the correct support and ensuring good customer outcomes are reached to resolve the debt situation.
• Ensure all company & collections process, policy and procedures are always adhered to including regulatory aspects.
• Create excellent working relationships across the Verastar colleague community.
• Ensure own activity complies with all regulatory standards, GDPR and quality policies.
• Develop an in-depth knowledge of Verastar’s systems, processes, products and services.

Success Measures

• Achieve a minimum of £10k per month on card payments
• Achieve £12k per month including cheques and Bacs
• 97% Answer rate, reducing the number of abandoned calls
• Achieving a minimum of 40 Direct Debit resets per month with above 60% successful
• Call Quality & compliance achieved with 90% +

Experience

• Previous experience in a collection’s role, preferred but not essential.
• Experience of working in a contact centre environment.
• Strong communication skills written and verbal.
• A basic level of computer literacy.
• A stable employment record.

Skills

• Excellent written and verbal communications skills. Flexibility in communication styles to accommodate individual customers.
• High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of your own work.
• The drive, curiosity and determination to resolve customer issues making it easy for our customers to deal with us.
• A genuine interest in your own development and learning needs, with the energy and desire to act on them to improve your performance.
• A professional, friendly and helpful demeanour, with the desire to create great working relationships with both colleagues and customers.

Qualifications and other requirements

• Knowledge of the Telecoms/energy sector preferable.
• IT literate.
• Strong mathematical skills.

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.

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