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Debt Recovery Team Leader (12 months FTC), Stroud
Location: Stroud, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Views: 1
Posted: 25.05.2025
Expiry Date: 09.07.2025
Job Description:
About The Role
Our team:
The Debt Recovery team, within the Domestic Debt department, manages debt recovery activities via external agencies, collaborates with other departments to resolve issues affecting debt collection, especially supporting our domestic collections team with customers behind on energy bills. The team also handles bereavement accounts, insolvencies, and Power of Attorney recordings related to customer accounts.
The role:
This is a 12-month fixed-term contract. As Team Leader, you will oversee daily team management, support team members through coaching and training, monitor performance, and plan succession. You will liaise with third-party partners, seek process efficiencies, and ensure compliance with industry regulations, supporting audits as needed.
The work impacts both the business and customers, so accuracy and quality are crucial. We are dedicated to helping customers manage their debt and seek support where needed.
What you will do:
* Manage, develop, and support the team to achieve high performance
* Set and monitor KPIs and objectives
* Conduct regular performance reviews and appraisals
* Manage absence and performance issues, including quality checks and coaching
* Work with Training & Quality teams to identify improvements
* Ensure compliance with relevant regulations and policies
* Become an SME in debt recovery processes and share knowledge
* Support service levels and department initiatives
* Plan resource allocation to meet workload demands
* Handle escalations and complex customer queries
* Manage relationships with debt collection agencies and third parties
* Be aware of budget and cost considerations
* Support audits and ensure corrective actions
* Complete reporting and workload monitoring
* Perform other duties as assigned
About You
You are passionate about customer support, experienced in team management, and successful in driving performance. You will support your team in achieving their goals and developing professionally.
What will you bring:
* Strong leadership and management skills
* Positive attitude in challenging situations
* Experience in a team leader or similar role
* Coaching and development skills
* Excellent communication and attention to detail
* Organizational and planning skills
* Time management and prioritization abilities
* Analytical and problem-solving skills with sound decision-making
* Customer service and interpersonal skills
* Experience with projects, change, and risk management
* Understanding of the utilities industry is a plus
* Motivating and engaging attitude
* Receptive to feedback and adaptable
* Supportive team player with relationship-building skills
About Us
What's in it for you:
* Healthcare, life assurance, and pension benefits
* Hybrid working model
* Company discounts and benefits
* 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 goals.
Flexibility statement:
The company may ask you to perform additional duties outside your job description to adapt to changing needs.
Ecotricity is Britain's greenest energy company, committed to replacing fossil fuels with renewable energy, building windmills, sun parks, and green gasmills, and supporting various environmentally friendly initiatives.
Ecotricity is an equal opportunities employer committed to diversity and inclusion.
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