Job Description

The Energy Revolution 🎉

Valda Energy is a dynamic and rapidly growing energy supplier based in Bicester, committed to driving business success through smart, reliable energy solutions. Established in 2019 by industry experts, we bring together a diverse combination of talent to foster continuous sustainable growth. We challenge the existing marketplace with our leading, tech-driven, and customer-focused approach. Our passion for innovation and dedication to exceptional service sets us apart.

At Valda Energy, we live by our core values: communicate, collaborate, own it, embrace change, and put the customer first. We believe that our people are our greatest asset, and we are dedicated to fostering a supportive and evolving culture. From introducing new benefits to offering structured training opportunities and hosting frequent social events, we ensure our employees thrive.

How you will Energise Our Team 🤝

We are looking for a Recoveries Specialist to join our team. In this role, you'll support customers through empathetic, solution-focused conversations, helping them find affordable and sustainable payment arrangements while delivering positive outcomes for both the customer and the business.

Working as part of our collaborative, office-based team, you'll manage customer enquiries across multiple channels, take ownership of cases, and contribute to delivering excellent customer service. If you have experience in collections, recoveries, or customer service and enjoy helping people, we'd love to hear from you.

Your day to day responsibilities will involve but not be limited to the following:

• Manage customer arrears, taking ownership of cases and resolving enquiries across phone, email, and other communication channels

• Build positive relationships with customers by understanding their circumstances and agreeing affordable, sustainable payment solutions that balance customer needs with business objectives

• Handle difficult conversations with empathy, resilience, and professionalism, using effective negotiation, influencing, and conflict resolution skills

• Apply your knowledge of commercial utilities recovery and disconnection processes, working with customers and debt recovery partners and completing regulated Smart Energy Code activities, including remote disconnections and reconnections (following successful Enhanced Security Screening)

• Investigate customer queries by carrying out desktop research, verifying customer details, and resolving liability and usage enquiries

• Maintain accurate customer records, ensuring all interactions and account information are recorded and kept up to date

• Work collaboratively with colleagues and management to deliver best practice customer communications, contribute to our One Team culture, and support continuous service improvements

• Keep up to date with company policies, processes, and industry requirements to deliver compliant, customer-focused solutions and consistently achieve performance targets

Perks that Power Your Journey ⭐️

• Annual Salary up to £27k

• Company annual bonus scheme

• 25 days of annual leave plus bank holidays, a length of service award increasing up to 30 days, plus an extra day off during your birthday month

• Private Medical Insurance with Vitality Health

• Access to The Grid, our employee engagement and rewards platform, giving you exclusive discounts at hundreds of retailers, wellbeing resources, recognition tools, and more

• Life Insurance policy, providing coverage at four times your salary

• Employee Assistance Programme offering confidential support and guidance

• Enjoy an array of complimentary snacks, drinks, and lunch options in our office

• Salary sacrifice pension scheme where we will match contributions up to 5%

• In-house learning and development team devoted to nurturing your talent, unlocking potential and propelling you towards being your best

• Refer a friend scheme (up to £500), monthly team events, annual company events & recognition awards

The Spark we're Looking For 🔍

• Prior experience in a collections role, with the ability to manage customer arrears and negotiate positive outcomes

• Confidence working within a regulated environment, with a strong appreciation of compliance and industry standards

• Excellent customer service and communication skills, including the ability to handle difficult conversations with empathy and professionalism

• Strong analytical, problem-solving, and decision-making skills, with the ability to investigate issues and identify the right solution

• Confidence using IT systems and managing multiple tasks in a fast-paced environment

• A proactive, collaborative approach and a commitment to delivering positive outcomes for customers and the business

• CICM qualification (desirable)

• The right to work in the UK and the ability to successfully complete Enhanced Security Screening

If you like the sound of this role, we encourage you to apply even if you aren’t confident that you meet all of the requirements – you may be just who we’re looking for. We are extremely proud to be an equal opportunity employer and actively encourage applications from all backgrounds. To make your recruitment experience with us accessible to you, we encourage you to let us know if you have any individual requirements. We are here to support you, so please reach out to our team on joinus@valdaenergy.com.