Debt Recovery Team Leader

1 month ago

Glasgow, Glasgow City, United Kingdom ScottishPower Full time

Job Title Debt Recovery Team Leader

Location Glasgow

Salary from £39,240 + benefits

Help us create a better future, quicker

The 3rd Party Damage (3PD) and Debt Recovery Team Leader is responsible for leading, mentoring and coaching to create a team focussed on providing excellent customer service for our internal and external customers. The successful applicant will be part of the Day Support Team, and will be responsible for achieving SLA's across the debt recovery process and the 3rd party damage process, both of these team will cover both SPD and Manweb area's.

What you'll be doing

Manage the Debt & 3rd Party Damage team to drive improvements in performance and quality. Manage the Debt & 3rd Party Damage team processes to ensure SPEN remain compliant in all relevant legislations. Through Operational Excellence, identify process improvements, and show true leadership to drive continuous improvements Build strong relationships with your Key Stakeholders (Customers / Suppliers) to improve performance Identify, implement and monitor the correct process controls to ensure SPEN complies with all relevant legislative requirements and minimise the risk of reputation or financial penalties Manage the timely creation of damage cases within Salesforce to facilitate the payment of services & materials relating to Customer Services (CS) and SPD / SPM Identify meaningful KPI's, and introduce and monitor relevant CTQ's and EWI's to pro-actively manage processes and improve performance Be the Point of Contact for all internal and external stakeholders for Debt and 3rd Party Damage operational procedures and systems. Be the legislative expert – by learning, communicating & implementing changes in systems / legislation etc Create and distribute Daily, Weekly and Monthly reports accurately and in a timely manner Maximise all opportunities available to reduce aged debt & maximise the billing process within 3PD Be visible and available to your team, leading by example, by coaching and motivating to create a high performing team. Be pro-active in managing your team, and department's climate, by identifying any staff concerns early and addressing concerns effectively before they become issues. Carry out recruitment, selection as per company policy and ensure all new starts receive the relevant induction, training, coaching and development. Manage attendance and performance management in line with company policy, and ensure the correct level of focus is applied to quality to ensure we off our customers the best possible experience

What you'll bring

A minimum of 2 years' team manager experience Proven track record of managing different teams and processes Proven ability to generate continuous improvement in daily operations Extensive working knowledge of Debt Recovery and / or 3PD Processes Excellent communication skills – oral and written Effective negotiation and influencing skills Effective prioritising and organisational skills

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