Customer Contact Agent - Collections

Company Description Richburns Ltd is a leading provider of debt recovery and metering services for the utility industry, working exclusively within the gas and electricity market. The company partners with major utility providers and is recognized for its specialist expertise in debt management. Richburns combines extensive sector experience with cutting-edge technology and modern processes to deliver efficient, compliant, and customer-focused services. Team members benefit from working in a dynamic environment where innovation and professionalism are highly valued.
Role Description This full-time, on-site Customer Contact Agent - Collections role is based at our Nottingham office. The role involves contacting customers regarding outstanding utility debts, discussing account status, and agreeing appropriate repayment plans in line with company policies and regulatory guidelines. The agent will handle inbound and outbound calls, respond to customer queries, update account information accurately, and maintain detailed records of all interactions. Daily tasks include assessing payment options, processing cash collections, and escalating complex cases to the appropriate internal teams when needed. The role requires maintaining a professional, empathetic approach, ensuring customers are treated fairly and respectfully while achieving collection targets.
Qualifications

• Strong debt collection and cash collection skills, with the ability to negotiate payment arrangements confidently and ethically.
• Effective communication and customer service skills, including clear verbal communication, active listening, and a calm, professional manner.
• Basic understanding of finance and account management, with the ability to interpret billing information and explain it to customers.
• Proficiency in using contact center and office systems, with accurate data entry and attention to detail.
• Ability to work in an on-site team environment in Nottingham, meeting performance targets while following regulatory and company guidelines.
• Previous experience in collections, customer service, or a contact center environment is beneficial.
• Reliable time management, problem-solving skills, and a commitment to treating all customers fairly and without discrimination.