Job Description

, Philippines

Job Family Group:

Customer Operations

Worker Type:

Regular

Posting Start Date:

May 15, 2026

Business Unit:

Trading and Supply

Experience Level:

Early Careers

Disclaimer: This posting is intended to source candidates for both the Collections Analyst and Operations Support Admin roles. Applicants who believe their qualifications align with either position are encouraged to submit their application.

What’s the role

At Shell Energy, we believe there’s a better way to power your business. Aligned with Shell’s vision to become the world’s leading integrated energy company and to be net zero by 2050, we are here to guide businesses to a better energy future.

We offer businesses across Britain 100% renewable electricity as standard. Our cleaner, affordable and simple solutions help companies manage their energy spend and plan their sustainability roadmap – a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. We also offer natural gas to our customers with the option of supplying green gas on request.

What you’ll be doing

As part of the Collections and Customer Operations team, this role is responsible for proactively engaging with customers to collect overdue payments while also providing essential operational and administrative support to UK-based operational teams. The role supports the business’s objectives to reduce bad debt exposure, achieve collections targets, and deliver efficient, high-quality operational outcomes.

You will have the opportunity to make a meaningful and lasting impact within a fast-moving, high-volume B2B organization by contributing to service excellence, risk mitigation, and continuous improvement.

Key Accountabilities

Collections & Credit Control

• Manage a Credit Control ledger to maximize collections performance through high-volume outbound and inbound contact during designated hours, using phone and email channels.
• Proactively engage with customers to collect overdue payments and improve overall bad debt exposure.
• Resolve billing, payment, and account queries in a timely and efficient manner to facilitate prompt payment.
• Negotiate, set up, and manage payment plans, ensuring adherence to agreed terms and follow-up actions.
• Monitor customer accounts for credit risk, mitigating Shell Energy UK exposure and escalating issues as appropriate.

Operations & Customer Support

• Provide day-to-day operational and administrative support to UK Customer Operations teams, ensuring activities are processed accurately and within agreed service levels and SLAs.
• Proactively engage customers and internal stakeholders to obtain, validate, and process critical information required for smooth day-to-day operations.
• Take ownership of assigned work and customer or operational queries, following them through to resolution in line with defined procedures.
• Maintain accurate and timely updates across operating systems to support effective hand-offs and end-to-end process delivery.
• Support the reduction of operational exceptions, rework, and delays through strong attention to detail and a first time-right mindset.

Business & Continuous Improvement

• Identify opportunities for process improvements and new ways of working across collections and operations, sharing best practices with the team.
• Contribute to the overall success of the team and company by demonstrating flexibility, professionalism, and a consistently customer-focused approach always

What you bring

We are seeking a proactive, organised, and detail-focused individual with a strong customer and operational mindset. The successful candidate will be comfortable working to deadlines, managing multiple priorities, and handling information accurately within a high-volume B2B environment. You will be confident communicating with customers and internal stakeholders and capable of working independently while taking ownership of your work and escalating issues appropriately.

• Strong interpersonal and customer service skills, with the ability to communicate clearly and professionally both verbally and in writing.
• Excellent organisational and administrative skills, with the ability to manage competing priorities and meet operational deadlines.
• High levels of accuracy, productivity, and attention to detail in a fast-paced environment.
• Confidence working with systems and data, including Microsoft Office applications; analytical skills, particularly in Excel, are advantageous.
• Experience working within a collection, customer operations, administrative, or support environment is desirable.
• Comfort working within defined processes, service level agreements (SLAs), and operational controls.
• Ability to work independently as a self-starter while contributing effectively as part of a team.
• Experience working within a cross-geography or global support model is advantageous but not essential.
• Fluent in English, with strong written and verbal communication skills.

-

What we offer

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

• Progress as a person as we work on the energy transition together.
• Continuously grow the transferable skills you need to get ahead.
• Work at the forefront of technology, trends, and practices.
• Collaborate with experienced colleagues with unique expertise.
• Achieve your balance in a value-led culture that encourages you to be the best version of yourself.
• Benefit from flexible working hours, and the possibility of remote/mobile working.
• Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organization to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
• Grow as you progress through diverse career opportunities in national and international teams.
• Gain access to a wide range of training and development programs.

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.

We are committed to attracting a broader and more diverse pool of candidates. If this position doesn’t feel like the perfect fit for your qualifications right now, we’d still love to hear from you. Consider creating a profile in our Talent Community so we can keep you in mind for future opportunities that may align with your skills.

Shell Business Operations Manila

Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell’s business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our employees reflect the innovation that stems from a diverse workforce. By joining the company, you will benefit from an industry-leading development program that will see you tap into a pool of expert knowledge that will help propel your career.

DISCLAIMER:

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.