Debt Recovery Process Advisor

Closing Date

Job Title: Debt Recovery Process Advisor            

Location: Durrington, Worthing (Hybrid, 2 days per week)

Contract Type: Permanent

Hours: 37

Salary: From £28,000 depending on skills and experience

About the role:

The Debt Recovery Process Advisor will be expected to support the processes and activities that relate to the collection of overdue debt.

Including but not limited to, responding to queries from customers placed with our debt collection partners; reviewing queries related to Default registration and managing the monthly reporting process; managing the admin associated with DCA allocation and daily file transfer process; and assisting with the bad debt write-off process.

What you will be responsible for:

• Maintaining an overall understanding of the entire collections journey, from early collections through to litigation and debt write-off.
• Building relationships with our external debt collection service providers and offshore teams, in order to aid process awareness and the speedy resolution of any queries.
• Respond to customer e-mails, sent as a result of contact from our Debt Collection partners.
• Provide guidance to offshore teams on escalated DCA queries and help them to develop their understanding of our business and processes.
• Assist with the monthly Credit Reference Agency data sharing process and reviewing customer requests for information to be amended or removed.
• Monitoring the file transfer process associated with DCA allocation.
• Updating and circulating reporting in relation to DCA activity and performance.
• Carrying out various activities that support the DCA process.
• Assist with data preparation for the bad debt write-off process.

What you’ll bring to the role:

• Experience of working in a Customer Service/Collections environment preferred.
• Proficiency with MS Office Applications, Excel in particular
• Strong people skills and proven ability to collaborate with others
• Communicate appropriately with a range of audiences including customers, colleagues and service partners.
• Ability to interpret a customer’s journey through the collection process
• Self-motivated and able to prioritise and carry out daily tasks without supervision.
• Problem solving skills
• Have effective time management skills
• Have a positive mindset and the ability to remain adaptable and flexible in accordance with business needs.
• Comfortable with multi-tasking

Southern Water is at the forefront of transforming Britain’s water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for 2025-30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed.

You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long-term value creation

“Your potential matters more than a perfect checklist. If this role excites you and you believe you can make an impact, we want to hear from you! Skills can be learned—passion, drive, and fresh perspectives are what truly set candidates apart. Don’t hesitate—take the leap and apply!”

If this role isn’t quite what you’re looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here: Introduce Yourself (myworkdaysite.com- Introduce Yourself)

Our Commitment to Diversity

We welcome applicants from all backgrounds, identities, and experiences. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic. If you need reasonable adjustments during the recruitment process, please let us know.

Additional information:

In line with Southern Water’s security requirements, successful candidates will be required to provide evidence of their identity, eligibility to work in the UK, criminal record check (DBS) and verification of their employment and/or education history for the past three years.

Appointment to this role is subject to the successful completion of all pre‑employment checks, including security vetting.

Please note that if a candidate does not meet the required security standards or fails to pass the vetting process, Southern Water reserves the right to withdraw the offer of employment. Some positions may also require higher levels of security vetting, which may involve providing additional documentation.