Debt Recovery Team Leader (12 months FTC)

Our team-

The Debt Recovery team sits within the Domestic Debt department. The team’s role is managing debt recovery activity via external debt collection agencies and working with other departments to fix any issues preventing debt collection, especially our domestic collections team, helping them to support customers who are behind on their energy bills. In addition, the team also manages the end-to-end processing of bereavement accounts, Insolvencies and handling the recording of Power of Attorneys in relation to our customer’s accounts.

The role-

This role is for a 12 month Fixed term contract. As Team Leader, you will be responsible for the day to management of the team. Your main priority being to support team members, managing and monitoring their performance, developing the individuals via coaching and training, and succession planning. The role also requires you to actively monitor work performance of the individuals and the team on a daily basis, allocating the work accordingly. You will act as a liaison point with our third-party partners, as well as looking at efficiencies and service improvements within processes. As the role is within a regulated industry, you will also ensure that processes align with the regulators requirements and support with any audits, whether they be internal or external.

The work we do will have a significant impact on both the business and customers, so getting it right first time is crucial. We are passionate about helping our customers and in supporting them to manage their debt and seek independent help and support where appropriate.

What you will do-

• Manage and develop the team and help them achieve their potential and maintain a high level of performance at both a team and individual level
• Set, manage, and monitor KPIs and objectives at a team and individual level
• Deliver monthly 121’s ,mid and year end appraisals for your direct reports.
• Manage absence in line with the company HR policies
• 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 Training & Quality Controller and Quality & Policy 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 recovery policies and processes and share this knowledge with the wider business
• Manage service levels against KPI’s & support the department initiatives
• Plan & organise resource to ensure that the team is sufficiently staffed to manage all work streams
• 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
• Support with the relationship management of our debt collection agencies and any relevant 3rd parties who we use to support debt recovery processes
• Have an awareness of budget & costs associated with debt recovery activity
• Support with both internal and external audits and ensure that any relevant actions are taken
• To complete reporting & monitoring of workload and manage resource as required
• Any other ad-hoc duties as requested by the Manager or Head of Department

You are passionate about helping our customers and can think outside of the box. You’ll have experience in managing a team, employee development and have previous success in managing and driving performance. Reporting into the Debt Recovery Manager, you’ll support your direct reports in working towards their own and the team objectives.

What will you bring-

• Excellent leadership and team management skills
• The ability to remain positive, even in challenging situations
• Experience in a team leader role or a similar people management role
• Experience in coaching and developing individuals
• Excellent written & verbal communication skills with an exceptional eye for detail
• Excellent planning and organisational skills
• Exceptional time management with ability to prioritise workloads
• Investigative, analytical, and problem-solving skills with confidence in decision making with tenacity and integrity
• Excellent customer service and interpersonal skills
• Experience in managing projects, change and risk
• An understanding of the utilities industry is desirable but not essential
• Competent in using Microsoft Office packages
• Engaging and motivating attitude and style
• Is receptive to feedback and acts accordingly
• Exceptional team player who builds open and supportive relationships
• Flexible and adaptable approach to work with a creative and innovative approach

What's in it for you...

• Healthcare plan, life assurance and generous pension contribution
• Volunteering Day
• Hybrid Working
• Various company discounts (including shops, gyms, 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 sustainability objectives and targets.

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.