About The Role
Our team-
The Debt Recovery team is part of the Domestic Debt department. The team manages debt recovery activities through external agencies and collaborates with other departments to resolve issues affecting debt collection, especially supporting customers behind on energy bills. Additionally, the team handles the end-to-end processing of bereavement accounts, insolvencies, and Power of Attorney recordings related to customer accounts.
The role-
This is a 12-month fixed-term contract for a Team Leader position. You will oversee daily team management, support team members' development through coaching and training, monitor performance, and plan succession. You will also liaise with third-party partners, seek process efficiencies, ensure compliance with regulatory standards, and support audit processes. The role requires a focus on accuracy and customer impact, emphasizing first-time right work and customer support.
What you will do-
* Lead and develop the team to achieve high performance and potential
* Set and monitor KPIs and objectives at team and individual levels
* Conduct monthly 1:1s, mid-year, and year-end appraisals
* Manage absence and performance issues, ensuring support plans and quality checks
* Collaborate with training and quality teams to improve processes
* Ensure policies and procedures are compliant with regulations
* Become a subject matter expert in debt recovery policies and share knowledge
* Manage service levels and support departmental initiatives
* Organize resources to manage workload effectively
* Handle escalations related to debt customer inquiries and complex issues
* Maintain relationships with debt collection agencies and third-party providers
* Be aware of budget and cost considerations in debt recovery
* Support internal and external audits and implement necessary actions
* Report on workload and resource management
* Perform any other duties as assigned
About You
You are passionate about helping customers, with experience in team management, employee development, and performance driving. You will support your team in achieving their goals and contribute to a positive work environment.
What will you bring-
* Strong leadership and team management skills
* Positive attitude, even in challenging situations
* Previous experience as a team leader or similar role
* Coaching and development skills
* Excellent communication and attention to detail
* Strong planning and organizational skills
* Effective time management and workload prioritization
* Investigative, analytical, and decision-making abilities with integrity
* Customer service and interpersonal skills
* Experience managing projects, change, and risk
* Knowledge of the utilities industry is a plus but not essential
* Motivational and engaging leadership style
* Receptiveness to feedback and adaptability
* Team-oriented mindset with relationship-building skills
* Flexible, creative, and innovative approach
About Us
What's in it for you...
* Healthcare, life assurance, and pension benefits
* Hybrid working model
* Company discounts on various services
* 25 days holiday plus bank holidays, with buy/sell options
* Cycle-to-work, carpooling, and onsite parking
Supporting the Group Environmental Policy and sustainability goals is part of your role.
Flexibility statement
The company may require you to perform duties outside your job description to adapt to business needs, fostering a flexible work environment.
Ecotricity is committed to environmental sustainability and renewable energy initiatives, including building windmills, sun parks, and green gasmills, and supporting community projects and innovations in green technology.
We are an equal opportunities employer committed to diversity and inclusion.
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