Account Resolutions Specialist

Account Resolutions Specialist

Location         Newforge Lane, Belfast

Contract         Permanent - Full Time

Work pattern Hybrid Working -  a mix of working from the office and home.

Working Hours 37 hours - Monday to Friday

Salary             Starting salary £25,000 with opportunities to progress to £28,500, plus up

to a 10% annual bonus. Additional opportunities to progress to £31,000,

following development to a Senior Credit Controller.

About the Role

We are working on behalf of Power NI, part of Energia Group, Northern Ireland’s most trusted energy supplier, and have exciting opportunities for skilled specialists to join their award-winning team. As an Account Resolutions Specialist, you will support domestic customers who are experiencing difficulties paying their energy bills.

In this customer-focused role, you will work closely with customers to understand their circumstances, negotiate realistic repayment plans, and provide helpful energy advice. You will deliver empathetic, solution-focused support while ensuring all interactions meet regulatory and company standards.

This is a fast-paced and rewarding role where your ability to listen, negotiate, and problem-solve will make a real difference to customers.

What You’ll Be Doing

In this role, you will:

• Speak with customers through inbound and outbound calls (9am–5pm)
• Negotiate repayment plans based on customers’ individual circumstances and ability to pay
• Provide energy advice and support to help customers manage their bills
• Handle sensitive and difficult conversations with empathy and professionalism
• Support vulnerable customers in line with regulatory and company guidelines
• Work closely with internal teams and third-party agencies to resolve queries and update accounts
• Maintain accurate records and ensure compliance with debt management regulations
• Achieve personal and team performance targets

What We’re Looking For

We’re looking for individuals who thrive in fast-paced environments and are passionate about helping customers find solutions.

Essential Skills & Experience

• Experience managing challenging conversations in a target-driven environment
• Strong resilience, empathy, and adaptability
• Excellent communication and listening skills (verbal and written)
• Strong negotiation and problem-solving abilities
• Good numerical skills and confidence working with payment arrangements
• Competent IT skills, including experience using Microsoft Office

Desirable Experience

• Experience supporting vulnerable customers
• Experience working with KPIs or performance targets
• Previous experience in credit control, collections, or account resolution
• GCSEs (or equivalent) including English and Maths (A*–C)

Why Join Us?

• Be part of a high-performing, supportive team
• Make a real impact by helping customers find solutions during difficult times
• Develop valuable skills in negotiation, customer care, and financial support