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Debt Recovery Team Leader

4 months ago

Stroud, United Kingdom Ecotricity Full time

**Location**:

- Stroud**Salary Details**:

- £28,000**Advertising End Date**:

- 24 Feb 2023**About The Role**

***

The Debt Recovery team sits within the Debt Management department, which comes under the Finance 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 Credit Control team, helping them to support customers who are behind on their energy bills. In addition, 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.

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.

**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 driving performance. Reporting into the Debt Recovery Manager, you’ll support your direct reports in working towards their own and the team objectives.

**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 agent objectives at a team and individual level
- Deliver monthly 121’s and mid and year end appraisals to the Debt Recovery agents
- 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 team and our Quality and 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 KPI’s
- Plan & 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 3rd parties who we use to support debt recovery processes
- Have an awareness of budget & costs associated with debt recovery activity
- Take responsibility for both internal and external audits and ensure that any relevant actions are taken
- To complete any other reporting or monitoring of workload as required
- Any other ad-hoc duties as requested by the Manager or Head of Department

**What will you bring**

**Knowledge, skills, experience & behaviours**:

- Excellent leadership and team management skills
- Experience in a team leader role
- Experience in coaching and developing individuals
- Ability to lead training sessions
- Excellent written & 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
- Confidence in decision making with tenacity and integrity
- Excellent customer service and interpersonal skills
- Excellent objection handling skills
- Experience in managing change and risk
- An understanding of the utilities industry is desirable but not essential
- Competent in using Microsoft Office packages

**Behaviours**:

- Manages relationships effectively both internally and externally
- Influences outcomes by using effective negotiation
- Treats customers the way we like to be treated ourselves
- Solutions focused and resourceful
- Committed to continual improvement
- Engaging and motivating attitude and style
- Methodical and organised, managing own work
- Is receptive to feedback and acts accordingly
- Exceptional team player who builds open and supportive relationships
- Flexible and adaptable approach to work
- Creative and innovative

**About Us**

***

**What's in it for you...**

Healthcare plan, life assurance and generous pension contribution
Volunteering day
Hybrid working
Various company discounts (including shops, 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 targets to make the Green Britain Group net carbon neutral by 2025

**Flexibility statement**

The fast moving nature of the company's business means that from t