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