Partnership Billing & Collections Agent

Role OVO-View

Team: Partnership Operations

Location: Glasgow (office attendance required once per week)

Salary banding: 26794 - 30000

Experience:Mid-level

Working pattern: Full-Time

Reporting to: Stephanie Thomson and Kevin Mclaughlin

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Ownership Resolution and Persistence

Top 3 qualities for this role: Negotiation Attention to detail and Self Motivation

Where youll work:

Depending on the needs of your business area we expect hub based people to be in the office at least once a week and to go to OVO Connection events in-person.

Youll be assigned to the closest one of our three hub offices Bristol Glasgow or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop is designed to inspire people help them connect and bring big ideas to life.

Everyone belongs at OVO:

At OVO we are on a mission to solve one of humanitys biggest challenges the climate crisis. And we know it takes all of us to change the world. Thats why we need diverse people from all abilities gender identities ethnicities ages sexual orientations life experiences and backgrounds to join us.

Teamworking for the planet:

Everything we do here spins around Plan Zero. So naturally the team youll be joining plays a gigantic role in making that happen. Heres how:

Working with our strategic partners we supply energy to millions of homes in the UK. Bringing lifes essentials to all corners of the country.

Were here to ensure that our business relationships thrive. We work together to ensure that our partners are billed correctly and that their properties are always ready for their next tenant.

This role in a nutshell:

As a Billing & Collections Agent within Partnership Operations youll play a key role in supporting our partners to manage and resolve outstanding debts in a fair and professional way.

Youll act as a trusted specialist using your knowledge of the partnerships journey to communicate and negotiate sustainable solutions with partners. This role requires strong attention to detail an understanding of regulatory obligations and the ability to adapt your approach to different situations ensuring positive outcomes for both our partners and OVO.

Your key outcomes will be:

Debt Recovery Excellence

• Independently manage a portfolio of high value partners
• Actively engage our partners to get them in a two month in arrears position
• Work towards individual and overall area debt reduction targets
• Utilise skills and experience to assess partners willingness to pay and escalate through the current escalation process where appropriate.
• Use strong negotiation skills to resolve complex queries balance the need of the partner to the overall business bad debt charge
• Maintain clear records of partner conversations promises to pay and escalation criteria

Customer Focus

• Put the partner at the heart of everything however being mindful of how partner behaviour impacts potentially vulnerable tenants.
• Tailor each call depending on the need of the partner and the situation with their debt position.
• Provide clear confident and accurate information to the partner to ensure trust and secure debt

Collaboration & Teamwork

• Work collaboratively and closely with partners TPIs SMEs and management within the area to resolve any potential issues.
• Share best practice and raise awareness/suggestions for improvement via area SMEs and management
• Contribute to a positive inclusive and supportive team culture by celebrating success and offering peer-to-peer recognition through Mo during team sessions and in group chats.
• Provide feedback to partners where they feel they can improve on data quality to ensure accurate billing make suggestions via department wide processes to ensure continuous improvement across the area.

Youll be a successful Partnership Operations Billing & Collections Agent here at OVO if you

• Have proven ability to navigate complex business environments while consistently achieving optimal outcomes and protecting brand reputation.
• Maintain resilience and professional calm when managing high-pressure situations and confidently engaging in difficult conversations.
• Demonstrate strong persuasion and negotiation expertise to develop and implement financial resolutions that align with OVO value and our commitment to core business debt reduction targets
• Have experience in paying close attention to detail maintaining accurate records and following processes to ensure compliance.
• Have experience in using data and insights to prioritise your workload spot trends and take proactive action on overdue accounts.
• Skilled in employing root cause analysis to quickly diagnose underlying issues and drive efficient effective process enhancements.
• Communicate with clarity and strategic intent tailoring your approach to establish credibility and foster enduring trust with our partners.
• Actively collaborate and share best practices across the business area contributing directly to the elevated performance and collective expertise of the team.
• Stay curious and adaptable keeping up with process changes training and regulatory requirements.
• Bring energy positivity and resilience to the team environment contributing to a supportive and inclusive culture.
• Have experience in delivering brilliant customer experiences even when conversations are difficult.

Lets talk about whats in it for you:

Well pay you between 26794 and 30000 depending on your specific skills and experience.

We keep our pay ranges broad on purpose to give us and you flexibility to match your experience to our zero carbon mission.

Youll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVOand theres flex pay. Well give you 9% Flex Pay on top of your salary 4% of this is auto enrolled into your pension and the remaining 5% is yours to do what you like with. You can use this to buy from our extensive range of flexible benefits including our green benefits which weve put at the heart of our offering add to your pension or even take it as cash.

Heres a taster of whats on offer:

For starters youll get 34 days of holiday (including bank holidays).

For your health
With benefits like a healthcare cash plan or private medical insurance depending on your career level critical illness cover life assurance health assessments and more

For your wellbeing
With gym membership travel insurance workplace ISA will writing services dental insurance and more

For your lifestyle
With extra holiday buying discount dining home & tech loans and supporting your favourite charities with give-as-you-earn donations

For your home
Get up to 400 towards any OVO Energy plan plus great discounts on solar smart thermostats and EV chargers

For your commute
Nab a great deal on ultra-low emission car leasing plus our cycle to work scheme and public transport season ticket loans

Want to hear about our full range of flexible benefits and progressive people policies Our People Team can tell you everything you need to know.

For your Belonging

To find better ways to support our people we need to listen to each others experiences and find ways to build a truly inclusive and diverse workplace. As part of this we have 8 Belonging Networks at OVO. Led by our people for our people - so when you join OVO you can play a part - big or small - with any of the Networks. Its up to you.

Oh and one last thing...

Wed be thrilled if you tick off all our boxes yet we also believe its just as important we tick off all of yours. And if you think you have most of what were looking for but not every single thing go ahead and hit apply. Wed still love to hear from you!

If you have any additional requirements theres a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.