Collections Agent

Who are we? Ogi is a leading full-service Welsh telco with big ambitions. We’re a network builder and operator, already hitting more than 20% penetration across our residential services. Our Ogi Pro business brand offers everything from telephony to managed IT services – and a recently launched high-capacity wholesale network spanning the M4 motorway route from Cardiff into England, means we have quite a few strings to our bow. Who are we looking for? As a Collections Agent you will provide everyone with an outstanding service at every stage of their relationship with Ogi. This is central to the company’s ethos and success. The role focuses on handling customer care billing queries and issues: including invoice enquiries, adjustments, and supporting customers through debt recovery – with particular attention to vulnerable customers. Providing outstanding service at every stage of the customer journey is central to Ogi’s ethos and continued success. Our Customer Care Collections Agent will have a proven track record in delivering exceptional customer service, ensuring that every interaction is handled with care, accuracy, and professionalism. You’ll work closely with teams across Ogi, acting as a voice for the customers and communities we serve, while playing an important part in strengthening our overall performance and reputation. The Role The Customer Care Collections Agent role will include, but not be limited to: ⎯ Managing high volume inbound calls in line with our Service Level KPIs. ⎯ Dealing directly with basic and recurring billing queries, with a focus on resolving all incidents on first contact, first time. ⎯ Managing complex billing diligently and professionally – responding across a wide range of touchpoints from calls to emails. ⎯ Managing payment plans – ensuring high success rate at payments. ⎯ Ensuring our CRM is kept up to date with relevant information. ⎯ Outbound contacting debt customers to try and recoup outstanding balances. ⎯ Providing exceptional support where some of our customers may be in financial hardship. ⎯ Managing existing customer debt, contacting our customers when needed to collect payments on overdue balances. ⎯ Supporting the Dunning process, providing a customer-centric approach to debt recovery through every step of the journey. ⎯ Pro-active work relating to early warning Direct Debit failures. ⎯ Working on various ad-hoc projects related to debt, debt recovery, and customer account management. ⎯ Working with and supporting our Billing Manager where appropriate. ⎯ Contributing to the company’s customer service strategy, bringing first-hand experience of dealing with customers to the centre of the approach. Knowledge, Skills + Experience Desirable Customer care delivery – extensive experience of delivering an outstanding customer service to business and residential customers. Complaint experience – a background in managing and resolving customer complaints in a timely and effective manner. Multi-channel – experience of delivering high-quality customer services across a range of channels, including social media and online communities, ensuring a consistent approach. Acting as a customer champion – a track-record of ensuring that your knowledge of the customer is used to inform immediate and long-term improvements across the company. Essential Strong communications skills – verbally, as well as on paper and online and an ability to adapt your tone of voice to meet customer needs. Qualifications GCSE qualification or equivalent. IT literate, able to use Microsoft office suite application