Debt Recovery Team Leader (m/w/d)

Job Description

The Debt Recovery team sits under the domestic Customer Operations area of the business. The team's role is managing debt recovery activity via external debt collection agencies and working with other departments to fix any issues preventing debt collection, especially our domestic collections team, helping them to support customers who are behind on their energy bills. The team also manages the end-to-end processing of bereavement accounts, Insolvencies and handling the recording of Power of Attorneys in relation to our customer's accounts.

As Team Leader, you will be responsible for the day to management of the team, which will include supporting team members, managing and monitoring their performance and developing the individuals via coaching and training. The role requires you to actively monitor work performance of the individuals and the team on a daily basis. You will act as a liaison point with our third-party partners, as well as looking at efficiencies and service improvements within processes. As the role is within a regulated industry, you will also ensure that processes align with the regulator's requirements and support with any audits, whether they be internal or external.

The work we do will have a significant impact on both the business and customers, so getting it right first time is crucial. We are passionate about helping our customers and in supporting them to manage their debt and seek independent help and support where appropriate.

What you will do

• Manage and develop the team and help them achieve their potential and maintain a high level of performance at both a team and individual level
• Set, manage, and monitor KPIs and objectives at a team and individual level
• Deliver monthly 121s, mid- and year-end appraisals for your direct reports.
• Manage absence in line with the company HR policies
• Manage and monitor performance issues within the team; ensuring the correct support plan is in place and being followed, including quality checks and effective feedback and coaching
• Work closely with the Training & Quality Controller and Quality & Policy team to identify and implement continuous improvement opportunities
• Keep up to date with relevant regulations and ensure that all policies and processes are compliant
• Become an SME in debt recovery policies and processes and share this knowledge with the wider business
• Manage service levels against KPIs and support the department initiatives
• Plan and organise resource to ensure that the team is sufficiently staffed to manage all work streams
• Be available for escalations from the team and other areas of the business regarding debt related customer enquiries and complex queries, providing resolutions within the agreed timeframes
• Manage relationships with our debt collection agencies and any relevant third parties who we use to support debt recovery processes
• Have an awareness of budget and costs associated with debt recovery activity
• Support with both internal and external audits and ensure that any relevant actions are taken
• To complete reporting and monitoring of workload, and manage resource as required
• Any other ad-hoc duties as requested by the Manager or Head of Department

About You

You are passionate about helping our customers and can think outside of the box. You'll have experience in managing a team, employee development and have previous success in managing and driving performance. Reporting into the Debt Recovery Manager, you'll support your direct reports in working towards their own and the team objectives.

What will you bring

• Strong leadership and team management skills
• The ability to remain positive, even in challenging situations
• Experience in a team leader role or a similar people management role
• Experience in coaching and developing individuals
• Excellent written and verbal communication skills with an exceptional eye for detail
• Excellent planning and organisational skills
• Exceptional time management with ability to prioritise workloads
• Investigative, analytical, and problem-solving skills with confidence in decision making with tenacity and integrity
• Strong customer service and interpersonal skills
• Experience in managing projects, change and risk
• An understanding of the utilities industry is desirable but not essential
• Competent in using Microsoft Office packages
• Engaging and motivating attitude and style
• Is receptive to feedback and acts accordingly
• Exceptional team player who builds open and supportive relationships
• Flexible and adaptable approach to work with a creative and innovative approach

What's in it for you

• Healthcare plan, life assurance and generous pension contribution
• Volunteering Day
• Hybrid Working
• Various company discounts (including shops, gyms, days out and events)
• Holiday of 25 days (plus bank holidays) & ability to buy/sell days
• Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

Flexibility statement

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.