Customer Account Manager

Salary: £26,000

Location: Stratford-upon-Avon (Hybrid, 2/3 days in office)

Hours: 37.5, Monday-Friday

A leading UK field services provider is seeking a confident and empathetic Customer Account Manager to support customers in resolving outstanding utility account issues. This hybrid role combines phone-based customer contact with accurate account management and collaboration with field representatives.

The Role

The Customer Account Manager will manage accounts referred by utility clients, focusing on customers in arrears. They will agree sustainable repayment plans, take payments, set up direct debits, arrange meter appointments, and ensure all account updates are handled quickly and accurately.

The role involves inbound and outbound calls, written communication, and careful assessment of each customer's individual circumstances—including identifying vulnerabilities and ensuring all actions follow regulatory and internal guidelines.

Key Responsibilities

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Manage inbound/outbound calls to resolve customer arrears

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Negotiate payment plans and collect payments

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Update account information accurately on multiple systems

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Respond to customer correspondence professionally

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Identify and record vulnerabilities and safety concerns

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Liaise with field agents and clients to progress cases

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Follow complaint processes and compliance requirements

Skills & Attributes

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Excellent telephone communication and rapport-building skills

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Experience in customer service, collections, or difficult conversations

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Confident, calm, and empathetic in challenging situations

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Strong organisation, attention to detail, and IT proficiency

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Target-driven, team-focused, and professional in all interactions