Debt Recovery Technical Lead

Job Description

We're looking for an analytical Technical Lead to join our Debt Recovery Team, with direct responsibility for driving continual improvement and 'quality of process' initiatives across all debt workstreams, and associated customer communications, and system processes.

Working alongside the Debt Recovery Squad Lead, 3rd Party Lead, and our Specialist advisors within the teams, you'll ensure system-driven and manual processes work in lockstep. Your focus will include call quality analysis, 1-1 and team coaching, and process reviews to ensure that our teams are well supported and are able to grow with increases to both business and domestic customers.

This is a prime opportunity for a data-driven individual with great communication skills to drive process improvement, spot strategic gaps, and enhance data to maximise campaign success.

Responsibilities

• Optimise Debt Processes: Conduct detailed process reviews across the entire debt journey, leveraging data and improving follow-up actions to maximise positive outcomes and service quality.
• Lead Quality Assurance (QA): Manage call and email QA programs (internal and 3rd party), evolving documentation and assessing Specialist adherence to best practices for collections and vulnerable customer support.
• Specialist Coaching & Development: Provide 1-on-1 coaching to Specialists, identifying performance blockers, understanding work methods, and actively developing team capabilities alongside other Leads.
• Drive Strategic Insight: Lead data-driven analysis of debt performance for management, proposing actionable "stop, start, or continue" strategies, and partnering with Data Analysts for strategic direction.
• Ensure Cross-Functional Alignment: Establish strong collaborative relationships with key departments (Service, Billing, Payments, etc.) to ensure strategic alignment and focus on achieving payment agreements.
• Maintain Regulatory Compliance: Guarantee all debt recovery processes strictly comply with all Ofgem regulations, EUK guidelines, and industry standards for ethical debt management.
• Provide Leadership Support: Offer daily support and coverage for the Squad Lead and 3rd Party Lead roles, assisting with strategic delivery and stepping in during periods of absence.

What you'll need to succeed

We are seeking a highly motivated and organised professional with proven experience in a high-performing UK energy debt team. You must be a data-driven problem-solver adept at strategic analysis, cross-functional collaboration, and presenting performance insights to all levels of management.

Essentials

• Experience in High-Functioning Debt Teams: Must demonstrate proven success and experience working within dynamic, high-performing debt collection or recoveries teams ideally within Energy.
• Organisational & Prioritisation Skills: Highly organised and adept at balancing multiple, competing priorities to ensure all deliveries align with critical business objectives.
• Data-Driven Strategic Analysis: Capable of thoroughly reviewing complex data sets and reports to identify patterns, inform strategic evolution, anticipate trends, and mitigate compliance risks.
• Cross-Level Communication: Possesses excellent reporting and presentation skills, comfortable providing weekly/monthly performance insight to peers, Specialists, and Senior Management.
• Collaborative Stakeholder Management: Values and actively practises cross-functional collaboration, liaising with stakeholders across departments to maintain focus on shared company objectives.
• Proactive Problem-Solver: A motivated and dynamic individual who is effective at identifying and removing process or system barriers to drive team progression and performance.

Benefits you can rely on

Great allowances for hybrid working:
🏡 £500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.
🚆 £500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.

📖 £500 annual development allowance: to spend on your chosen development area, whether that's in your current role, or future roles.
🎁 8% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.

🌞 Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You'll also have the option to buy additional leave, allowing for a better work-life balance.

💸 Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.