Debt Recovery Team Leader - Stroud, United Kingdom - Ecotricity Group Limited

Ecotricity Group Limited

Verified Company

Stroud, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Location:
Stroud

Salary Details:
£28,000

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 adhoc 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 problemsolving 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 time to time you may be asked to perform duties or tasks o