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- Responsible for the day-to-day performance and running of the collection team (strategy, execution and processes)
- Design and implement processes to mitigate losses whilst delivering fair and appropriate customer outcomes
- Work closely with finance and billing teams to forecast and agree billing and collections targets for billing runs and collections
- Manage relationships with external partners and internal legal teams to progress aged debt
- Comply with regulatory requirements, ensuring the necessary documentation detailing strategies, policies and processes is maintained and updated
- Ensure conduct risks are identified and mitigated through the strategies and processes adopted, including the management of vulnerable customers
- To ensure compliance and delivery of all SLA’s and performance standards, addressing issues and escalating where necessary
- Analysis and reporting of KPIs to assess performance, presenting findings to senior stakeholders along with ideas for improvement
- Support with internal and external audits
- Professional certifications such as CICM, CCE and CCR (desired)
- Experience within the utilities industry (desired)
- Strong experience of end-to-end collections strategy, processes and regulation relating to outstanding debts
- Exceptional relationship building skills
- Background of operating and managing within an Operational or Credit Risk environment
- Good IT and systems skills, able to build structured reports, including spreadsheet analysis
- Exposure to internal / external audits
- Strong team management and communication skills
- Good attention to detail and accuracy
- Ability to prioritise and manage multiple projects simultaneously
