Collection And Operation Support Analyst

Disclaimer: This posting is intended to source candidates for both the Collections Analyst and Operations Support Admin roles. Applicants who believe their qualifications align with either position are encouraged to submit their application.

What’s The Role

At Shell Energy, we believe there’s a better way to power your business. Aligned with Shell’s vision to become the world’s leading integrated energy company and to be net zero by 2050, we are here to guide businesses to a better energy future.

We offer businesses across Britain 100% renewable electricity as standard. Our cleaner, affordable and simple solutions help companies manage their energy spend and plan their sustainability roadmap – a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. We also offer natural gas to our customers with the option of supplying green gas on request.

What You’ll Be Doing

As part of the Collections and Customer Operations team, this role is responsible for proactively engaging with customers to collect overdue payments while also providing essential operational and administrative support to UK-based operational teams. The role supports the business’s objectives to reduce bad debt exposure, achieve collections targets, and deliver efficient, high-quality operational outcomes.

You will have the opportunity to make a meaningful and lasting impact within a fast-moving, high-volume B2B organization by contributing to service excellence, risk mitigation, and continuous improvement.

Key Accountabilities

Collections & Credit Control

• Manage a Credit Control ledger to maximize collections performance through high-volume outbound and inbound contact during designated hours, using phone and email channels.
• Proactively engage with customers to collect overdue payments and improve overall bad debt exposure.
• Resolve billing, payment, and account queries in a timely and efficient manner to facilitate prompt payment.
• Negotiate, set up, and manage payment plans, ensuring adherence to agreed terms and follow-up actions.
• Monitor customer accounts for credit risk, mitigating Shell Energy UK exposure and escalating issues as appropriate.
  
  

Operations & Customer Support

• Provide day-to-day operational and administrative support to UK Customer Operations teams, ensuring activities are processed accurately and within agreed service levels and SLAs.
• Proactively engage customers and internal stakeholders to obtain, validate, and process critical information required for smooth day-to-day operations.
• Take ownership of assigned work and customer or operational queries, following them through to resolution in line with defined procedures.
• Maintain accurate and timely updates across operating systems to support effective hand-offs and end-to-end process delivery.
• Support the reduction of operational exceptions, rework, and delays through strong attention to detail and a first time-right mindset.
  
  

Business & Continuous Improvement

• Identify opportunities for process improvements and new ways of working across collections and operations, sharing best practices with the team.
• Contribute to the overall success of the team and company by demonstrating flexibility, professionalism, and a consistently customer-focused approach always
  
  

What You Bring

We are seeking a proactive, organised, and detail-focused individual with a strong customer and operational mindset. The successful candidate will be comfortable working to deadlines, managing multiple priorities, and handling information accurately within a high-volume B2B environment. You will be confident communicating with customers and internal stakeholders and capable of working independently while taking ownership of your work and escalating issues appropriately.

• Strong interpersonal and customer service skills, with the ability to communicate clearly and professionally both verbally and in writing.
• Excellent organisational and administrative skills, with the ability to manage competing priorities and meet operational deadlines.
• High levels of accuracy, productivity, and attention to detail in a fast-paced environment.
• Confidence working with systems and data, including Microsoft Office applications; analytical skills, particularly in Excel, are advantageous.
• Experience working within a collection, customer operations, administrative, or support environment is desirable.
• Comfort working within defined processes, service level agreements (SLAs), and operational controls.
• Ability to work independently as a self-starter while contributing effectively as part of a team.
• Experience working within a cross-geography or global support model is advantageous but not essential.
• Fluent in English, with strong written and verbal communication skills.

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