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Collections Team Leader

Location:
Hybrid
Salary Details:
Depending on Experience
09 Feb 2025
About The Role
The role of Collections Team Leader is to manage a team of approximately 10 Collection agents. The team support our Domestic energy customers who may be struggling to pay and experiencing financial difficulty, in what is an extremely challenging economic climate. The team achieves this through the management of an inbound phone line, outbound calls, case management and resolution of any debt related customer queries. We aim to help our customers resolve their debt position at the earliest opportunity based on their affordability, while balancing business and customer needs.

The Team Leader will be required to work the same shift patterns as the agents – these are currently; 8.30am-5.00pm or 9.30am-6.00pm. The team also work Saturdays 9.30am – 1.00pm and there will be occasions where you will be required to support Saturday working.
 
Your key outcomes will be:

Manage collections inbound call SLAs and outbound campaigns.
Own the success of the collections team – SLAs, KPIs, customer satisfaction, trust pilot, and more.
Plan & organise resource to ensure that the team is sufficiently staffed to manage workloads.
Be available for escalations from the team and other areas of the business regarding debt related customer enquiries and complex queries, providing resolutions within the agreed timeframes
Manage and develop your team to help them to achieve their full potential and maintain a high level of performance at both a team and individual level.
Set, manage, and monitor objectives at a team and individual level.
Deliver monthly 121’s and mid and year end appraisals.
Manage sickness, attendance & behavior in line with the company policies and values.
Evaluate performance; with the ability to think of ways to motivate the team to increase productivity and customer satisfaction.
Manage and monitor performance issues within the team; ensuring the correct support plan is in place and being followed, including quality checks and effective feedback and coaching.
Work closely with the Quality and Training experts and our Policy & Quality team to identify and implement continuous improvement opportunities.
Keep up to date with relevant regulations and ensure that all policies and processes are compliant.
Become an SME in debt collection policies and processes and share this knowledge with the wider business.
Have an awareness of budget & costs associated with debt collection activity.
Take responsibility for both internal and external audits and ensure that any relevant actions are taken.
To complete any reporting and monitoring of workload and performance.
Any other ad-hoc duties as requested by the Manager or Head of Department

About You
You’ll have experience in managing a team, employee development and have previous success in driving performance.

You will be multi skilled and flexible and be reactive within a fast-paced office environment with fluctuating workloads. You will be positive, energetic, motivating and able to make decisions quickly and effectively.

What will you bring…

Excellent leadership and team management skills. Experience in a people management role essential. 
Role in a debt collection environment is preferred but not essential.
Experience in coaching and developing individuals with ability to motivate, inspire and show passion.
Exceptional communication skills with the ability to develop and maintain relationships with customers and stakeholders across the business.
Ability to lead training sessions.
Excellent planning and organisational skills.
Exceptional time management with the ability to prioritise workloads.
Confidence in decision making with tenacity and integrity.
Excellent objection handling, analytical and problem-solving skills.
Experience in managing change and risk.
Committed to continual improvement, receptive to feedback and acts accordingly.
Exceptional team player with flexible, adaptable & creative approach to work.
An understanding of the utilities industry is desirable but not essential.
About Us

What's in it for you...

Healthcare plan, life assurance and generous pension contribution
Volunteering day
Hybrid working
Various company discounts (including shops, gym, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025

 

Flexibility statement

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment. 

Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of - grass. 

We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.