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Debt Recovery Team Leader (12 months FTC), Crawley, West Sussex
Job Description:
About The Role
The Debt Recovery team, within the Domestic Debt department, 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. The team also handles bereavement accounts, insolvencies, and Power of Attorney recordings.
The Role
This is a 12-month fixed-term contract. As Team Leader, you will oversee daily team management, support team members' development through coaching and training, monitor performance, and handle resource allocation. You will liaise with third-party partners, identify process improvements, and ensure compliance with industry regulations and support audits.
Key Responsibilities
* Manage and develop the team to achieve high performance
* Set and monitor KPIs and objectives
* Conduct regular performance reviews
* Manage absence and performance issues
* Collaborate with Training & Quality teams for continuous improvement
* Ensure policies and processes comply with regulations
* Act as SME in debt recovery policies
* Support department initiatives and service levels
* Organise resources to manage workload
* Handle escalations and complex customer queries
* Manage relationships with debt collection agencies and third parties
* Support internal and external audits
* Monitor workload and manage resources accordingly
About You
You are passionate about customer support, experienced in team management, coaching, and performance driving. You will support your team in achieving their goals and contribute to a positive work environment.
Qualifications and Skills
* Strong leadership and management skills
* Positive attitude in challenging situations
* Experience in a leadership or similar role
* Excellent communication and organizational skills
* Ability to prioritize and manage time effectively
* Analytical and problem-solving skills
* Understanding of utilities industry is a plus
* Motivational and receptive to feedback
What We Offer
* Healthcare, life assurance, pension
* Hybrid working model
* Company discounts, holiday entitlement, cycle scheme, parking
We support our environmental policies and sustainability goals.
Note
This role may require ad hoc duties outside the original job scope to adapt to business needs.
Ecotricity is committed to diversity and equal opportunities.
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