Collections Advisor

About the Role

• Support Customers in Debt: Understand individual circumstances and offer tailored solutions to help clear outstanding balances. • Resolve Issues & Drive Payments: Take ownership of accounts, address concerns, and negotiate effectively to resolve complex accounts. • Ensure Accuracy: Keep account records up‑to‑date and precise with every interaction. • Champion Communication: Handle inbound/outbound calls, emails, and letters with professionalism. • Collaborate & Escalate: Work with third parties and escalate complex cases to ensure fair outcomes. • Support Vulnerable Customers: Signpost to internal and external support services when needed.

Key Responsibilities

• ▸debt resolution
• ▸account management
• ▸record keeping
• ▸customer communication
• ▸escalation handling
• ▸support referral

What You Bring

Southern Water is recruiting two Collections Advisors on a permanent, hybrid basis, working 37 hours per week with a salary range of £26,800‑£30,000. The role is based in Durrington, with two days in the office and three days remote, and supports the company’s broader goal of reducing environmental impact and tackling climate change. The Collections Advisor will play a key part in the company’s debt‑resolution efforts, helping customers overcome financial challenges while delivering positive outcomes for the business. The position requires strong problem‑solving, decision‑making and the ability to turn difficult conversations into constructive results. Successful candidates will be excellent communicators, resilient problem‑solvers, detail‑oriented, and collaborative team players who can manage multiple priorities. Experience in debt recovery or collections and proficiency across phone, email and letter channels are essential. • Excellent Communicators: Skilled in listening, connecting, and negotiating with customers. • Resilient Problem‑Solvers: Confident in handling tough conversations and finding practical solutions. • Detail‑Oriented: Accurate and thorough in updating customer records. • Team Players: Reliable, collaborative, and able to juggle multiple priorities. • Proven experience in handling difficult customer conversations and resolving issues. • Background in debt recovery/collections. • Proficiency in multi‑channel communication (calls, emails, letters). • Strong numeracy and Microsoft Office skills. • Excellent ability to learn new systems.

Requirements

• ▸communication
• ▸problem‑solving
• ▸debt recovery
• ▸multi‑channel
• ▸microsoft office
• ▸detail‑oriented

Benefits

Southern Water offers a supportive culture that values compassion, integrity and growth, with opportunities for personal and professional development. Employees benefit from a range of perks, a generous pension scheme, paid leave, health plans, and flexible working options. All staff are expected to participate in out‑of‑hours incident support as needed, and the company will discuss any applicable rotas during the interview. While every flexible‑working request cannot be guaranteed, Southern Water will seek practical solutions for individual circumstances. • Generous pension up to 11% company contribution. • 25 days annual leave. • Life assurance equal to 4x salary. • Salary sacrifice electric car scheme (after 6 months service). • Health Cash Plan. • Full funded eye tests. • Two paid volunteering days a year. • Occupational health service. • Discounts with over 800 popular retailers. • Digital GP service. • Study support may be available for job‑related qualifications. • Competitive maternity leave and flexible return to work options. • Cycle to work scheme.

Work Environment

Hybrid