Collections Agent

• Who are we?
• Ogi is a leading full-service Welsh telco with big ambitions. We’re a
• network builder and operator, already hitting more than 20% penetration
• across our residential services. Our Ogi Pro business brand offers
• everything from telephony to managed IT services – and a recently
• launched high-capacity wholesale network spanning the M4 motorway
• route from Cardiff into England, means we have quite a few strings to
• our bow.
• Who are we looking for?
• As a Collections Agent you will provide everyone with an outstanding
• service at every stage of their relationship with Ogi. This is central to the
• company’s ethos and success. The role focuses on handling customer

care billing queries and issues

• including invoice enquiries, adjustments, and supporting customers
• through debt recovery – with particular attention to vulnerable
• customers. Providing outstanding service at every stage of the customer
• journey is central to Ogi’s ethos and continued success.
• Our Customer Care Collections Agent will have a proven track record in
• delivering exceptional customer service, ensuring that every interaction
• is handled with care, accuracy, and professionalism.
• You’ll work closely with teams across Ogi, acting as a voice for the
• customers and communities we serve, while playing an important part in
• strengthening our overall performance and reputation.

The Role

The Customer Care Collections Agent role will include, but not be

limited to

• ⎯ Managing high volume inbound calls in line with our Service
• Level KPIs.
• ⎯ Dealing directly with basic and recurring billing queries, with a
• focus on resolving all incidents on first contact, first time.
• ⎯ Managing complex billing diligently and professionally –
• responding across a wide range of touchpoints from calls to
• emails.
• ⎯ Managing payment plans – ensuring high success rate at
• payments.
• ⎯ Ensuring our CRM is kept up to date with relevant information.
• ⎯ Outbound contacting debt customers to try and recoup
• outstanding balances.
• ⎯ Providing exceptional support where some of our customers may
• be in financial hardship.
• ⎯ Managing existing customer debt, contacting our customers
• when needed to collect payments on overdue balances.
• ⎯ Supporting the Dunning process, providing a customer-centric
• approach to debt recovery through every step of the journey.
• ⎯ Pro-active work relating to early warning Direct Debit failures.
• ⎯ Working on various ad-hoc projects related to debt, debt
• recovery, and customer account management.
• ⎯ Working with and supporting our Billing Manager where
• appropriate.
• ⎯ Contributing to the company’s customer service strategy,
• bringing first-hand experience of dealing with customers to the
• centre of the approach.
• Knowledge, Skills + Experience

Desirable

• Customer care delivery – extensive experience of delivering an
• outstanding customer service to business and residential
• customers.
• Complaint experience – a background in managing and resolving
• customer complaints in a timely and effective manner.
• Multi-channel – experience of delivering high-quality customer
• services across a range of channels, including social media and
• online communities, ensuring a consistent approach.
• Acting as a customer champion – a track-record of ensuring that
• your knowledge of the customer is used to inform immediate and
• long-term improvements across the company.

Essential

• Strong communications skills – verbally, as well as on paper and
• online and an ability to adapt your tone of voice to meet customer
• needs.

Qualifications

• GCSE qualification or equivalent.
• IT literate, able to use Microsoft office suite application