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Customer service Training and Quality Lead
3 months ago
Title: Commercial Debt Lead (Water) Department: Credit Control
Reports to: Head of Collections & Customer Services
Manchester - Office based
Leep Utilities owns and operates regulated and non-regulated multi-utility networks across the UK. With sites in MediaCityUK, Liverpool Waters and Canary Wharf, our broad range of capabilities includes electricity, water and wastewater, alongside heating, cooling and hot water services.
Leep is the result of a joint venture between the independent mid-market infrastructure investment manager, Ancala Partners LLP and one of the UK’s leading private real estate investment and infrastructure companies, The Peel Group. We deliver straightforward connections throughout the UK and hold the relevant licenses that allow us to adopt regulated utilities on new developments.
The Commercial Debt Lead – Water is responsible for the day to day credit control activities for commercial and developer accounts for our water services portfolio. The role covers all aspects of commercial debt recovery including managing customer correspondence, direct debit penetration, debt path configuration and commercial disconnections.
The role also requires people management responsibilities of junior credit controllers, including the development of key credit control skills, performance management and other HR duties associated with overall people management. The role is also required to assist in providing back up support functions for billing and domestic collections teams.
Responsible for the commercial credit control activities for all services across the Leep Utilities portfolio
First line telephone response from customers in relation to all Leep Utilities Businesses.
Maintain relationships with our Operational teams to facilitate suitable outcomes for non-paying commercial entities
Act as an escalation point for complex credit control queries, including disconnection issues and multi-utilities accounts
To provide input in to the development of MI required to monitor performance and targets
Maintain and improve current processes to offer enhanced credit control services to customers and help improve internal procedures to assist in achieving set objectives
Performance management of junior credit controller, including setting and managing objectives in line with wider business targets
Upskilling and training junior credit controllers
Any adhoc duties as requested by the Head of Collections and Customer Service
Good core IT skills inclusive of knowledge of Microsoft Word and Excel and mail merge facilities
Good understanding of legal practices in relation to credit control i.e. GDPR, Financial Hardship, Disconnection Policies
Good understanding of all Utility services and contract terms and conditions
Leadership qualities to drive performance in a small credit control.
25 days paid holiday + bank holidays
~ An additional day off to celebrate your birthday
~ Annual discretionary bonus
~ Company pension plan
~ Health Cash plan through Westfield Health
~ Option to purchase additional holiday days through our Holiday Buying Scheme
~ Paid professional memberships relevant to your role and access to professional development opportunities
We do not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. If you require any appropriate accommodations during the application or interview process, please let us know.
