About The Role
Our team-
The Debt Recovery team is part of the Domestic Debt department. It manages debt recovery activities through external agencies and collaborates with other departments to resolve issues affecting debt collection, especially within our domestic collections team. The team also handles 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. As a Team Leader, you will oversee daily team management, support team members, monitor performance, develop skills through coaching and training, and plan for succession. You will actively monitor individual and team performance, allocate work, liaise with third-party partners, and seek process efficiencies. Ensuring compliance with industry regulations and supporting audit processes are also key responsibilities.
The work impacts both the business and customers significantly, so accuracy and first-time right execution are crucial. We are committed to helping customers manage their debt and seek independent support where needed.
What you will do-
* Manage and develop the team to achieve their potential and maintain high performance
* Set, manage, and monitor KPIs and objectives at team and individual levels
* Conduct monthly 1:1s, mid-year, and year-end appraisals
* Manage absence according to HR policies
* Address performance issues with appropriate support, quality checks, and coaching
* Collaborate with Training & Quality teams to identify improvement opportunities
* Ensure policies and processes comply with relevant regulations
* Become an SME in debt recovery policies and share knowledge across the business
* Manage service levels and support department initiatives
* Organise resources to ensure sufficient staffing
* Handle escalations regarding debt-related customer inquiries and complex issues
* Maintain relationships with debt collection agencies and third-party partners
* Be aware of budget and costs related to debt recovery
* Support internal and external audits and implement actions as needed
* Complete workload reporting and manage resources accordingly
* Perform any other duties as assigned by management
About You
You are passionate about customer support and innovative solutions. You have experience leading teams, developing employees, and driving performance. Reporting to the Debt Recovery Manager, you will support your team in achieving their goals.
What will you bring-
* Strong leadership and team management skills
* Positive attitude, even in challenging situations
* Experience in a team leader or similar role
* Coaching and development expertise
* Excellent communication skills with attention to detail
* Strong planning and organizational skills
* Good time management and workload prioritization
* Analytical and problem-solving skills with decision-making confidence
* Customer service and interpersonal skills
* Experience managing projects, change, and risks
* Understanding of the utilities industry is a plus
* Motivating and engaging leadership style
* Receptive to feedback and adaptable
* Supportive team player 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
* Discounts on various services and products
* 25 days holiday plus bank holidays, with buy/sell options
* Cycle to work, carpooling, and onsite parking
We support the Group Environmental Policy and sustainability targets.
Flexibility statement
Due to the dynamic nature of our business, you may be asked to perform additional duties outside your original role to best support the company and contribute to a flexible working environment.
Ecotricity is Britain's greenest energy company. Since 1995, we've been pioneering renewable energy, building windmills, sun parks, and green gasmills across Britain. Our mission is to change how energy is produced and used, replacing fossil fuels with clean, renewable sources.
We also develop infrastructure like electric vehicle charging networks, support sustainable initiatives like Forest Green Rovers, and promote eco-friendly services such as Ecotalk. Ecotricity is an equal opportunities employer committed to diversity and inclusion.
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