Customer collections advisor
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Position Overview & Specifications
About the role
Customer Collections Advisor
Full time 37hrs
Up to 12 Month Secondment / Fixed Term Contract
Location: Pity Me, Durham
Salary – Up to £29,594 – Depending on experience (based on full time)
About the role
We have an exciting opportunity to join the team as our Customer Collections Advisor. Reporting to the Customer Team Manager you will be responsible for building effective relationships with our customers, including organisations such as the county courts, and debt recovery specialists.
In addition, you will be proactive in collecting outstanding payments, offering advice on the payment options available and negotiating payment arrangements whilst identifying vulnerable customers and promoting the right support
You will be responsible for creating letters and court correspondence that deliver industry leading service and seek a positive resolution.
Working hours between 8am and 5pm Monday to Friday
About you
To be successful in this role you will have strong communication skills and enjoy taking responsibility of tasks to meet the needs of our customers.
We have a one team culture so you will need to be flexible to the needs of the department and have excellent time management skills to manage a varied workload.
You will have proven problem-solving skills which will enable us to continue to deliver fantastic customer service.
It is important for you to have proven CC&B knowledge. Whilst experience within a collections department would be desirable but not essential.
Here at Northumbrian, Diversity, Inclusion and Equity means bringing your full self to work. We encourage and welcome applications from all underrepresented groups, as we believe and strive for community representation within all our teams, structures and organisation
About us
NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.
We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.
Our values
Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.
Our values are:
Results Driven
We take responsibility for achieving excellent business results.Ethical
We are open and honest and meet our commitments with a responsible approach to the environment and our communities.Customer Focused
We aim to exceed the expectations of our internal and external customers.Innovative
We continuously strive for innovative and better ways to deliver our business.One Team
We work together consistently, promoting co-operation, to achieve our corporate objectives.Colleague benefits
We’re the great company we are because of you – our people. As our way of saying thanks, we offer you a wide range of benefits and discounts to take advantage of.
To find out more about our benefits, see our benefits booklet attached to this advert.
Eyecare
Discounted Medicals
Employee Assistance Programme
Cycle2work
Buying & selling annual leave
Long service awards
Salary sacrifice car scheme
Computer
Loans
Award winning wellbeing site
NWG savings scheme
Company pension scheme
Pre-retirement workshops
Life assurance
Christmas savings club
Discounts & cashback offers
Qualification loan
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: Energy & Utilities
Based on transatlantic hiring benchmarks for Customer collections advisor roles across Northumbrian Water/Essex & Suffolk Water's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to Energy & Utilities.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £29,594 - £29,594 bracket, including retirement vesting and health parity.
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