Debt Recovery Squad Lead - Commercial Energy
Application Deadline: 22 May 2026
Department: Customer Operations
Employment Type: Permanent - Full Time
Location: Chippenham, Wiltshire
Reporting To: Mike Anstead
Compensation:£34,000 - £43,000 / year
Description
No day will be the same - here are some of the highlights.
As Debt Recovery Squad Lead, you will lead and develop a team of Debt Recovery Specialists responsible for managing arrears across our commercial energy customer base. You will ensure the delivery of fair, compliant and effective collections activity, balancing customer outcomes with business risk and revenue protection.
You will be accountable for team performance, quality, regulatory compliance and colleague development, embedding a culture of Treating Customers Fairly, early arrears intervention and continuous improvement. This role plays a critical part in safeguarding customer relationships while ensuring robust credit and debt management outcomes.
Customer & Industry Context: The team supports microbusinesses, SMEs and commercial customers within the UK energy market. Customers may be experiencing cashflow challenges, billing disputes, contract complexity or financial difficulty. You will operate within a highly regulated environment, ensuring adherence to Ofgem principles, internal policy and best practice collections pathways across a range of meter types, billing structures and supply configurations.
Responsibilities
* Lead, coach and develop a team of Debt Recovery Specialists
* Set clear expectations around performance, quality and compliance
* Conduct regular one-to-ones, reviews and coaching sessions
* Foster a supportive and inclusive team culture
* Support talent development and succession planning
* Manage team performance against KPIs including collections, quality and customer outcomes
* Use MI and insight to identify trends and improvement opportunities
* Balance cash recovery with customer retention and fair outcomes
* Promote early intervention to prevent debt escalation
* Support escalated cases involving disputes, vulnerability and financial risk
* Work with QA to maintain standards and drive continuous improvement
* Identify and mitigate operational and regulatory risks
* Collaborate with internal teams to deliver effective customer outcomes
* Support operational change, system improvements and policy updates
* Represent Debt Recovery in wider business discussions where required
What Youll Need to Succeed
Essentials:
* Strong leadership and coaching skills
* Calm, confident communicator in complex and sensitive situations
* Strong commercial awareness and sound financial judgement
* Effective decision-making and problem-solving skills
* Resilient, emotionally intelligent and results-focused
* Able to manage performance, risk and change effectively
Experience & Attributes:
* Experience leading a debt recovery, collections or credit control team
* Strong understanding of performance management and quality frameworks
* Experience working in a regulated environment
* Ability to interpret data and turn insight into action
* Highly organised, proactive and accountable leader
* Strong stakeholder management skills
Desirables:
* Strong leadership and coaching skills
* Calm, confident communicator in complex and sensitive situations
* Strong commercial awareness and sound financial judgement
* Effective decision-making and problem-solving skills
* Resilient, emotionally intelligent and results-focused
* Able to manage performance, risk and change effectively
* Experience leading a debt recovery, collections or credit control team
* Strong understanding of performance management and quality frameworks
* Experience working in a regulated environment
* Ability to interpret data and turn insight into action
* Highly organised, proactive and accountable leader
* Strong stakeholder management skills
Hybrid Working
Our office is based in Chippenham, Wiltshire. For this role, were looking for candidates who can come in to our Chippenham office one week a month or a quarter, based on location. We offer both formal and informal flexible working options. Full-time hours are 37.5 per week, Monday to Friday. The office is fully accessible, allowing everyone to participate fully in their working lives regardless of any mobility challenges. We promote work-life balance and flexibility through hybrid working, which combines both remote and office work.
Benefits you can rely on
* £500 work from home allowance – an annual allowance paid monthly alongside salary.
* £500 travel allowance – an annual allowance paid monthly alongside salary.
* £500 annual development allowance – to spend on your chosen development area.
* 8% annual bonus – company‑wide bonus scheme to reward teamwork and delivery of results.
* 25 days annual leave, plus a birthday day off, additional days for long service, and bank holidays. Option to buy extra leave.
* Ethical pension plan with Aviva, employer‑matched contributions up to 7.5% of base salary.
* Full list of benefits – for more information consult company resources.
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