Warrant Account Manager in Shottery - CV-Library

Our client is one of the UK’s leading Field Services companies specialising in providing external field agency solutions primarily to the utilities sector. Our Head Office is based in Stratford upon Avon.

They are recruiting for an Revenue & Warrant Manager to join their established team. You will be responsible for the daily management of accounts referred to them from their various Clients. The activities you will then perform on these accounts will be for varied reasons such as debt collection, payment plan set up, arranging the agreed installation of a pre payment meter, metering information, occupancy details and appointment planning. The management of these accounts is performed by way of telephony or written communication, and will take place ahead of or after a Field Representative performs a site visit. The aim is to ensure the relevant account is resolved in a timely and efficient manner, with the best possible outcome achieved for all concerned. It is imperative that the customer is fully aware of their reason for dealing with the account and should be encouraged to resolve the account, in a fair and professional way, at the earliest possible opportunity. At all times the customer must be aware of intended action and what can be done to prevent this. At all times customer vulnerability must be considered when performing activities on the account. This role will also involve liaising with their Clients and their Field Representatives to ensure the most appropriate course of action is taken, with the relevant details provided to the customer as necessary. Our work is closely monitored and highly regulated so it is necessary to ensure all processes are followed carefully and correctly, and that company records (including paperwork) are updated fully and accurately

Key Responsibilities

* Pro-active and Reactive telephone calls.

* Dealing with, and responding to, written communications from Customers.

* Negotiate payment and/or payment solutions for individual customers in line with customer needs and company processes.

* Liaise with Clients as needed to resolve individual accounts correctly.

* Highlight and fully record any vulnerability found when dealing with an account.

* Dealing with voice mails that are left on the automated phone system and completing the required action to resolve the matter within department SLAs.

* Daily management of various customer email inbox.

* Pro-actively look to improve a process or a 'Customer journey’ through feedback to your management team.

* Offering assistance and support to Agents when completing their visits.

* Updating payment reports received from our finance team to ensure the account information remains accurate at all times.

* Adhere to all industry, company and client guidelines when handling accounts.

* Pro-actively look towards continual improvement or build a process when required. 

* Attend, and have input, in to meetings as required.

Flexible working available with hybrid working options