Agency Manager

Job Description

The Scottish Power Customer Business provides energy to millions of households and businesses across the UK, offering fair pricing and a choice of tariffs to suit a wide range of customer needs. In addition, the business delivers products designed to help customers control and protect the energy in their homes, with flexible solutions that support effective energy management today, tomorrow and in the future.

What you'll be doing

Lead and optimise the performance of external Debt Collection Agencies (DCAs), ensuring compliant, effective collections, field activities and warrant execution to maximise cash recovery for ScottishPower.

• Allocate accounts to DCAs based on performance to maximise collections and warrant delivery.
• Monitor DCA performance, identify trends, address discrepancies and drive competitive improvement.
• Manage the tender process with Procurement to secure cost‑effective contracts and strong collection/trace strategies.
• Collaborate with Procurement, Legal, Complaints and Data Protection to deliver all contractual and regulatory requirements.
• Represent ScottishPower to strengthen collection and trace outcomes while maintaining brand reputation.
• Conduct regular on‑site reviews and audits, addressing under‑performance and developing new agency relationships.
• Ensure full compliance with Debt Collection Guidelines, Data Protection and Information Security standards.
• Forecast, control and monitor the Legal & Professional budget, advising on cost-to-benefit impacts.
• Support operational teams by sharing insights from DCA processes to prevent debt and maximise cash collection.
• Work with operational managers to improve understanding of financial impacts, including write‑offs.
• Identify issues that hinder agency performance and lead continuous improvement initiatives.
• Reduce complaints by identifying and resolving defective accounts early.
• Ensure invoices, remittances and daily data files are processed accurately and on time.
• Provide flexible, ad‑hoc support to Operational Managers as required.

What You'll Bring

• Proven experience managing third‑party suppliers and commercial contracts.
• Proven negotiation skills and the ability to analyse complex performance data.
• Solid understanding of end‑to‑end debt collection processes and relevant regulations.
• Experience with SAP (including IS‑U), budgeting and forecasting.
• Confident decision‑making with the ability to challenge existing processes and drive improvement.
• Excellent communication, leadership and organisational capabilities.
• Proven analytical and planning skills with the ability to manage multiple priorities in a fast‑moving environment.
• Ability to lead and embed change.

Minimum Criteria

• Experience with debt collection systems, processes and policies.
• Proven experience managing commercial contracts with external partners.
• Proven interpersonal skills including teamwork, facilitation and negotiation.
• Excellent organisational skills with strong financial and business acumen.
• Highly numerate with strong analytical capability.
• SAP IS‑U experience.

What's in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that - so that you have everything you need to take care of your world - today and tomorrow. That's why our benefits include:

• 36 days annual leave
• Holiday purchase - perfect your work/life balance with extra annual leave
• Share Incentive Plan and Sharesave Scheme
• Payroll giving and charity matched funding
• Technology Vouchers - save more and spread the cost of your technology purposes
• Count us in - pledge to reduce carbon emissions and help fight climate change
• Electric Vehicle Schemes - to help you transition to green/clean driving
• Cycle to Work scheme and public transport season ticket loans
• Options to purchase dental insurance, private medical insurance, health cash plan and annual health assessments
• Life Assurance (4x salary)
• Access to Savesmart financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why ScottishPower

ScottishPower is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we're at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you'll fit right in.

We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to [email protected].

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.