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Quality Control/Coach - Collections

Location:
Stroud
Salary Details:
Up to £23,000 DOE
Advertising End Date:
21 Dec 2018
About The Role

Working within Ecotricity’s Debt Management team, the objective of this position is to oversee the training and development needs of the Business and Domestic Collections teams. You will be working closely with the management team to ensure all training, competency and development needs are met across the department to assist the team in effectively managing Ecotricity’s debt book. You will develop and maintain a skills and competency matrix to identify areas of improvements and then create a training roadmap to improve and support the Collections function. You will also share management responsibility with the Team Leaders and Managers to ensure that the team runs smoothly and has sufficient shift cover, stepping in as a line manager with the absence of any team leaders.  

About You

Core Responsibilities

  • Ownership of the continual professional development of the Ecotricity Business and Domestic Collections teams

  • Develop a training roadmap to ensure training needs are met for all new starters and that development continues across the teams

  • Creation and maintenance a skills and competency matrix across the collections teams

  • Fully understand and highlight compliance breaches and present effective solutions to issues

  • Line Management support across the Business and Domestic Collections teams to ensure shift cover

  • Ability to assess the quality of the collections calls and provide feedback sessions to individuals based on the quality received

  • Coach as and where needed to ensure all collections assistants are fully performing to meet their quality KPIs

  • Work closely with the Debt Data Manager to ensure all relevant agent and team performance reports are run and data is interpreted into actions

 

Additional Responsibilities

  • Provide support and assistance to Team leaders when needed

  • Provide assistance to other departments for debt or payment related matters

  • To complete any other reporting or monitoring of workload as requested

  • Any other ad-hoc duties as requested by Manager or Head of Department

     

    Skill and Experience

  • Previous experience in a coach/quality role within a collections environment

  • Ability to develop and deliver collections training

  • Excellent attention to detail and investigative skills

  • The ability to drive a high-quality culture

  • A proven leader

  • Previous experience in investigating and responding to complaints

     

    Flexibility Statement

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

About Us

Ecotricity is the greenest energy company in Britain. In fact, when we started back in 1995, we were the first green electricity company in the world.

Our mission was and remains to change the way energy is made and used – after introducing green electricity to the world, we introduced green gas to Britain in 2010 too.

Our model is unique: we use our customers’ energy bills to fund the building of new sources of green energy. We like to refer to this as turning ‘bills into mills’ – energy bills into energy mills, whether that’s wind, sun, sea or gasmills.

We’ve built over seventy wind and sun parks across Britain, we’re planning to build Britain’s first ever Green Gasmills, and through Britwind, our small wind company, we design, build and deliver small wind turbines to landowners and businesses throughout Britain and the world!

We don’t just focus on energy though – we built and run the Electric Highway, Britain’s leading network of electric car chargepoints, we helped Forest Green Rovers become the greenest football club in the world, and launched Britain’s greenest mobile phone service, Ecotalk.

We’re a not-for-dividend company too – which means we’re free to use the money we make for our mission and our mission alone.

We do all of this with the help of our customers – and the awesome team of people here at Ecotricity. Our people believe in our mission – they’re amazing at what they do, and they make a difference every day they come into work.