Non Retail Credit Control Team Leader

3 months ago


Warrington, United Kingdom United Utilities Full time

We have a great opportunity for a Non Retail Credit Control Team Leader to join our Developer Services Department. You will be responsible for the day to day management of a team of credit controllers in a shared services environment, responsible for commercial debt collection.

Managing relationships with Customers and Developers and internal UU teams on development related matters. Providing technical support to the team on development related matters and ensuring all work is correctly managed, recorded and dealt with in line with Service Level Agreements.

**Job Accountabilities**:

- Lead manage and motivate the team to achieve performance and quality targets at individual and team levels
- Coach staff on a regular basis, providing feedback as appropriate.
- Effectively deal with escalated calls / complaints to full resolution.
- Work with advisors to develop and monitor PDPs for all team members and support these.
- Manage the attendance of team members to achieve the required targets utilising HR policies and procedures.
- Support the Finance team and the Non Retail Credit Control Manager to ensure team adherence to policies and procedures
- Attend and participate in Developer Services Economic Regulation meetings as and when required.
- Ensure continuous business improvement opportunities are identified and fed into the appropriate channels to be developed to solution.
- Create and monitor performance Improvement plans (PIPs) for any team member failing to achieve the required performance.
- Conduct daily huddles and proactively conduct open, honest and challenging conversations
- Create and provide a forum where it is safe to speak and team members are encouraged to be open and honest
- Take ownership and leadership within the operation when appropriate.
- Identify ways to improve team and operational performance and make it happen
- Drive positive behaviours through leading by example and seeking regular feedback on self from team and peers.

**Knowledge and Skills**:

- Relevant credit management or purchase ledger qualification would be advantageous
- Member of the Institute of Credit Management would be advantageous
- Experience of managing teams
- Stakeholder management experience
- Excellent negotiation skills and the ability to communicate and influence effectively at all levels and potentially represent UU to third parties
- Self-motivation and strong results focus with the ability to drive results through others
- Problem solving and decision making skills
- Organised, with the ability to prioritise and plan so that internal and external deadlines are met
- Strong awareness and proven track record of managing vulnerable customer schemes.
- Due to the nature of some of our commercial customers a level of tenacity as well as resilience and assertiveness is required, whilst dealing with escalated calls / queries.

**Closing Date**:12/03/24


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