Collections Agent 9-month FTC

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  "location": {
    "raw": "Cardiff, South Glamorgan, CF10 1DY, United Kingdom",
    "city": "Cardiff",
    "region": "South Glamorgan",
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    "confidence": 0.8
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    "id": "239",
    "isRemote": null,
    "location": {
      "city": "Cardiff",
      "state": "South Glamorgan"
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    "departmentId": "18901",
    "locationType": "2",
    "jobOpeningName": "Collections Agent 9-month FTC",
    "departmentLabel": "Customer Operations",
    "employmentStatusLabel": "Full-Time FTC"
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  "detail_job_opening": {
    "location": {
      "city": "Cardiff",
      "state": "South Glamorgan",
      "postalCode": "CF10 1DY",
      "addressCountry": "United Kingdom"
    },
    "datePosted": "2026-05-22",
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    "description": "<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Who are we?</span></p>\n<p><span style=\"font-size: 12pt\">Ogi is a leading full-service Welsh telco with big ambitions. We’re a </span><br><span style=\"font-size: 12pt\">network builder and operator, already hitting more than 20% penetration </span><br><span style=\"font-size: 12pt\">across our residential services. Our Ogi Pro business brand offers </span><br><span style=\"font-size: 12pt\">everything from telephony to managed IT services – and a recently </span><br><span style=\"font-size: 12pt\">launched high-capacity wholesale network spanning the M4 motorway </span><br><span style=\"font-size: 12pt\">route from Cardiff into England, means we have quite a few strings to </span><br><span style=\"font-size: 12pt\">our bow.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Who are we looking for?</span></p>\n<p><span style=\"font-size: 12pt\">As a Collections Agent you will provide everyone with an outstanding </span><br><span style=\"font-size: 12pt\">service at every stage of their relationship with Ogi. This is central to the</span><br><span style=\"font-size: 12pt\">company’s ethos and success. The role focuses on handling customer </span><br><span style=\"font-size: 12pt\">care billing queries and issues:</span></p>\n<p><br><span style=\"font-size: 12pt\">including invoice enquiries, adjustments, and supporting customers</span><br><span style=\"font-size: 12pt\">through debt recovery – with particular attention to vulnerable </span><br><span style=\"font-size: 12pt\">customers. Providing outstanding service at every stage of the customer </span><br><span style=\"font-size: 12pt\">journey is central to Ogi’s ethos and continued success.</span></p>\n<p><br><span style=\"font-size: 12pt\">Our Customer Care Collections Agent will have a proven track record in</span><br><span style=\"font-size: 12pt\">delivering exceptional customer service, ensuring that every interaction </span><br><span style=\"font-size: 12pt\">is handled with care, accuracy, and professionalism.</span></p>\n<p><br><span style=\"font-size: 12pt\">You’ll work closely with teams across Ogi, acting as a voice for the</span><br><span style=\"font-size: 12pt\">customers and communities we serve, while playing an important part in</span><br><span style=\"font-size: 12pt\">strengthening our overall performance and reputation.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">The Role</span></p>\n<p><span style=\"font-size: 12pt\">The Customer Care Collections Agent role will include, but not be</span><br><span style=\"font-size: 12pt\">limited to:</span><br><span style=\"font-size: 12pt\">⎯ Managing high volume inbound calls in line with our Service</span><br><span style=\"font-size: 12pt\">Level KPIs.</span><br><span style=\"font-size: 12pt\">⎯ Dealing directly with basic and recurring billing queries, with a</span><br><span style=\"font-size: 12pt\">focus on resolving all incidents on first contact, first time.</span><br><span style=\"font-size: 12pt\">⎯ Managing complex billing diligently and professionally –</span><br><span style=\"font-size: 12pt\">responding across a wide range of touchpoints from calls to </span><br><span style=\"font-size: 12pt\">emails.</span><br><span style=\"font-size: 12pt\">⎯ Managing payment plans – ensuring high success rate at</span><br><span style=\"font-size: 12pt\">payments.</span><br><span style=\"font-size: 12pt\">⎯ Ensuring our CRM is kept up to date with relevant information.</span><br><span style=\"font-size: 12pt\">⎯ Outbound contacting debt customers to try and recoup</span><br><span style=\"font-size: 12pt\">outstanding balances.</span><br><span style=\"font-size: 12pt\">⎯ Providing exceptional support where some of our customers may</span><br><span style=\"font-size: 12pt\">be in financial hardship.</span><br><span style=\"font-size: 12pt\">⎯ Managing existing customer debt, contacting our customers</span><br><span style=\"font-size: 12pt\">when needed to collect payments on overdue balances.</span><br><span style=\"font-size: 12pt\">⎯ Supporting the Dunning process, providing a customer-centric</span><br><span style=\"font-size: 12pt\">approach to debt recovery through every step of the journey.</span><br><span style=\"font-size: 12pt\">⎯ Pro-active work relating to early warning Direct Debit failures.</span><br><span style=\"font-size: 12pt\">⎯ Working on various ad-hoc projects related to debt, debt</span><br><span style=\"font-size: 12pt\">recovery, and customer account management.</span><br><span style=\"font-size: 12pt\">⎯ Working with and supporting our Billing Manager where</span><br><span style=\"font-size: 12pt\">appropriate.</span><br><span style=\"font-size: 12pt\">⎯ Contributing to the company’s customer service strategy,</span><br><span style=\"font-size: 12pt\">bringing first-hand experience of dealing with customers to the </span><br><span style=\"font-size: 12pt\">centre of the approach.</span></p>\n<p><br><br></p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">Knowledge, Skills + Experience</span> </span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Desirable</span></p>\n<p><span style=\"font-size: 12pt\">Customer care delivery – extensive experience of delivering an <br>outstanding customer service to business and residential<br>customers. <br>Complaint experience – a background in managing and resolving<br>customer complaints in a timely and effective manner. <br>Multi-channel – experience of delivering high-quality customer<br>services across a range of channels, including social media and<br>online communities, ensuring a consistent approach.<br>Acting as a customer champion – a track-record of ensuring that <br>your knowledge of the customer is used to inform immediate and<br>long-term improvements across the company. <br></span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Essential</span></p>\n<p><span style=\"font-size: 12pt\">Strong communications skills – verbally, as well as on paper and<br>online and an ability to adapt your tone of voice to meet customer<br>needs. </span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">Qualifications <br>GCSE qualification or equivalent. <br>IT literate, able to use Microsoft office suite application </span></p>",
    "compensation": "26,227.50",
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    "jobOpeningName": "Collections Agent 9-month FTC",
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    "jobOpeningStatus": "Open",
    "minimumExperience": "Entry-level",
    "jobOpeningShareUrl": "https://ogi.bamboohr.com/careers/239",
    "employmentStatusLabel": "Full-Time FTC"
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