Collections representative on the phone

Collections Representatives

GETTING THINGS BACK ON TRACK.

CALM AND COMPOSED. POLITE AND PROFESSIONAL.

Sometimes customers get behind with their payments and need help to get things back on track. That’s where our dedicated Collections team comes in. It’s not about simply demanding money. It’s about approaching debt situations and finding the best solutions – for the customer and for the business. And we’re always looking for people with the perfect balance of professionalism and empathy to join us and help us on our way to being no.1 for service. 

Our Collections team provide a first class service, building rapport with each and every caller. But it’s not always easy. Customers who are having financial problems are likely to be frustrated and upset – especially if their phone’s been barred and they don’t understand why. Understanding these emotions and finding ways to empathise, our team remain calm and composed, polite and professional. Delivering a great customer service and being the best brand representatives they can is all part of making sure each customer experience is as positive as possible.

Committed to Customers

Get an insight into how our Collections team resolve customer queries and find out why they find their roles so rewarding. 

A customer’s phone had been blocked – a system that’s been put in place to stop our customers going too far over their regular monthly cost – and they were initially very upset. I talked through why it had happened and what we needed to do to get the block lifted. The customer was able to make an initial payment and we worked together to sort out a payment plan for the remainder to get him back on track. Despite what had happened, once I explained why the block was in place, the customer was pleased it had stopped him spending too much. He was happy with the process we put in place to get the phone back up and running as quickly as possible. 

My Team Leader sat with me to do some call listening. Between the calls she was able to give me some great feedback on how I was doing and what more I could do to keep improving the service I was offering customers. I used the feedback she gave me and later in the day received really great feedback from a customer about the service I was providing. 

A customer called in enquiring as to why their bill was so high. After listing to the customer and empathising with them, I checked their account and noticed that they were using a lot more data than their data package included. I suggested that they needed a bigger data package to cover their usage and the customer agreed to change his plan so that he’d save money in the future.

Benefits

We want to recognise and reward the great work you do in a way that suits you best. 

So we offer a competitive salary with a bonus/commission plan and 25 days' holiday a year. That’s not all, from day one we’ll give you 75% discount on your personal EE mobile phone package and 30% Friends and Family discount, as well as discounted broadband and EE TV packages.

Plus there are lots of flexible benefits you can choose from too – from childcare vouchers for working parents, to travel insurance for jet-setters. All the options are designed to help you put together a package that’s perfect for you.

  • Dental cover
  • Critical illness cover
  • Life assurance
  • Travel insurance
  • Healthcare options
  • Childcare vouchers
  • Cycle2work scheme

Application Process

Our recruitment process

A quick guide to joining us in our Contact Centres.

Click the arrows to step through our recruitment process.

Step 1

Apply online

Fill in our online application form and send it back to us.

If we like what we see in your initial application, we'll send you a link to our online assessment.

Step 2

Online assessment

Our online assessment consists of 12-15 scenario-based questions and 72 personality-based questions. Which sounds a lot but shouldn't take more than half an hour or so to complete.

If you pass this stage, we'll then be in touch to arrange a phone interview.

Step 3

Phone interview

At an agreed time, one of our recruitment team will call you for a short telephone interview.

Step 4

Assessment Centre

Here you’ll meet a team manager at one of our sites for an in-depth assessment.

Unfortunately, we won't be able to tell you on the day whether or not you've got the job. But we'll let you know as soon as we can, and if you're successful, we'll call to make you a formal offer and agree a start date.

Step 5

Final steps

If we do offer you the job, keep an eye on your inbox for an email with your contract. Have a little read, make sure you're happy and send us your acceptance as soon as you can.

Along with your offer, you’ll also be asked to fill out some forms to allow us to start your references and background screening. Again, please make sure you get these back to us as soon as you can. Then just sit back and relax while we get everything ready for your first day.

Our recruitment process

A quick guide to joining us in our Contact Centres.

Click the arrows to step through our recruitment process.

Step 1

Apply online

Fill in our online application form and send it back to us.

If we like what we see in your initial application, we'll send you a link to our online assessment.

Step 2

Online assessment

Our online assessment consists of 12-15 scenario-based questions and 72 personality-based questions. Which sounds a lot but shouldn't take more than half an hour or so to complete.

If you pass this stage, we'll then be in touch to arrange a phone interview.

Step 3

Phone interview

At an agreed time, one of our recruitment team will call you for a short telephone interview.

Step 4

Assessment Centre

Here you’ll meet a team manager at one of our sites for an in-depth assessment.

Unfortunately, we won't be able to tell you on the day whether or not you've got the job. But we'll let you know as soon as we can, and if you're successful, we'll call to make you a formal offer and agree a start date.

Step 5

Final steps

If we do offer you the job, keep an eye on your inbox for an email with your contract. Have a little read, make sure you're happy and send us your acceptance as soon as you can.

Along with your offer, you’ll also be asked to fill out some forms to allow us to start your references and background screening. Again, please make sure you get these back to us as soon as you can. Then just sit back and relax while we get everything ready for your first day.

Apply now

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OUR OTHER ROLES

WE ARE EE

Images from Twitter of helicopters in the air.

Living the high life

22/02/2017 13:53

At this time of year, the weather can be quite a challenge. However, we love challenges and always do our best to rise to them - sometimes in more ways than one. When a spot in the Highlands lost power recently, our high-flying team helicoptered in a replacement generator. To follow similar stories, as and when they happen, tune in to our CEO's Twitter account: https://twitter.com/MarcAlleraEE

Fancy being part of a team that thinks on its feet - even if that means taking to the air? Check out our latest roles: http://bit.ly/2fl6qWJ

Why work for EE?

10/02/2017 15:32

At EE we understand that life can sometimes be erratic and throw up all kinds of curve balls! This is why we embrace a flexible approach - things like part-time hours or other flexible options. We also offer emergency time off for dependents, generous maternity and paternity leave, and benefits such as childcare vouchers for parents.

We want to make sure that everyone has the same chance to develop and grow their skills. We’ve recently pledged our support to the WorkingMums Top Employers’ Charter, which helps parents continue to progress their careers while managing the challenges of family life.

Come join our family, we'd love to have you: http://bit.ly/2cBOyJT

Praveen on holiday.

The sky's the limit

07/02/2017 14:18

We're always proud as punch when one of our employees does good! Praveen began his career at EE in the sales team at our North Tyneside Contact Centre. It didn't take him long to become one of the top performing Sales Advisors in the region. From there, Praveen was chosen over 700+ internal applicants to join an internal fast track scheme. During the two years that followed, he got a real flavour as to the many different areas of the company - finally landing in our Marketing department, as a Marketing Analyst.

Now, as a Mobile Propositions Manager with the BT Group, he says, "Life is busy, but very good. I’m involved in a lot of interesting projects."

If you want to work with a company that will encourage you to explore your talents, look no further: http://bit.ly/2fl6qWJ

Find More >

Further information

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