Customer Account Manager

Customer Account Manager

Location: Stratford-upon-Avon

Job Type: Full-time, 37.5 hours per week (Monday - Friday)

Salary: £25,500 + Benefits

Are you passionate about delivering outstanding customer service and helping customers find fair and sustainable financial solutions?

Our client, a leading provider of field services within the utilities sector, is looking for a Customer Account Manager to join their team. This is an exciting opportunity to work in a fast-paced environment where you'll play a key role in managing customer accounts, negotiating repayments, and ensuring positive outcomes for all stakeholders.

Key Responsibilities

• Manage customer accounts referred by clients, primarily resolving arrears through negotiation of affordable repayment plans.
• Communicate effectively via inbound and outbound calls, emails, and written correspondence.
• Provide guidance on payment solutions, including setting up direct debits and arranging pre-payment meters.
• Handle disputes, occupancy updates, and metering issues while identifying and recording customer vulnerabilities.
• Ensure all customer interactions are handled professionally, with empathy and respect.
• Maintain accurate records, adhering to company policies and regulatory guidelines.
• Collaborate with field representatives and clients to ensure a seamless customer journey.

The Candidate

• Strong communication and negotiation skills with the ability to handle sensitive customer situations.
• Experience in debt resolution, customer service, or conflict resolution (desirable but not essential).
• Confidence in handling telephone-based customer interactions.
• IT proficiency with good attention to detail.
• A target-driven mindset with the ability to manage workload efficiently.
• Knowledge of the utility sector is a plus, but not essential.

The Salary and Benefits Package

• £25,500 basic salary
• Work from home offered up to 2-3 days per week
• Annual profit related bonus scheme
• 28 days holiday (including b/h rising 1 day each year)
• Employee Assistance Scheme
• Annual Salary Reviews
• Vouchers on your birthday each year