Octoenergy9d ago

Credit Welfare Agent

EdinburghFull-timemid

OtherCredit

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Quick Summary

Overview

We’re looking for compassionate and resilient people, ready for a job with real impact. As the face of Octopus, you’ll be completing welfare-focused home-visits to customers in debt,

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Deliver outrageously good service to customers face-to-face on home visits, connecting them with all the support they may need for their life circumstances and finding a manageable payment method to suit them

Have open conversations with customers around affordability and vulnerability to find a realistic payment solution. Gather information about the property and occupants, so if we can’t speak to the customer we can decide the next steps.

As a lone worker, you’ll be the captain of your own ship. You’ll strictly follow safety policies, check-in protocols, and maintain a "safety-first" mindset at all times. This includes wearing safety devices.

When you aren't on the road, you'll manage inbound and outbound calls, send emails to customers, and review their energy accounts, ensuring a seamless experience for customers - whether you are on their doorstep or on the phone.

Utilise our Kraken platform both on the phone and face-to-face to update accounts and resolve customer issues.

As a brand ambassador and face of Octopus you’ll ensure you’re always acting in line with relevant compliance rules and recording information correctly (you’ll receive training to help you) and be a shining example of our core values.

You will manage your personal vehicle and Octopus tech, starting the day with a Pre-start check and ending with mileage form completion, for instance.

Previous experience in customer service, field roles, or supporting vulnerable people is highly desirable. Experience with helping people in debt is a bonus, but your attitude matters more.

High levels of empathy and resilience, with the ability to persevere on days with low customer contact, or challenging travel. You must be able to adapt your interactions - you can navigate a conversation with an angry customer just as well as you can support someone in a crisis.

Full, valid UK driving licence and 2 years’ driving experience. Commitment to maintaining a safety-first approach. No more than 6 penalty points.