Debt Recovery Team Leader (12 months FTC)

JR United Kingdom; Derby; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the utilities sector is seeking a Team Leader for its Debt Recovery team. This 12-month fixed-term contract involves managing team performance, ensuring compliance with regulations, and enhancing customer support processes. The role calls for strong leadership and communication skills to effectively guide the team in achieving its goals and improving debt recovery operations.

Benefits

Healthcare

Life assurance

Pension contributions

Company discounts

Flexible benefits

Holiday entitlement

Qualifications

• Experience in team management and driving performance.
• Ability to handle projects and manage change.
• Strong analytical and decision-making skills.

Responsibilities

• Oversee daily team management and performance monitoring.
• Set and monitor KPIs, conduct appraisals.
• Handle escalations and manage relationships with partners.

Skills

Leadership

Team management

Coaching

Communication

Analytical skills

Customer service

Time management

Education

Experience in a leadership role

Knowledge of utilities industry (optional)

Job description

About The Role

Our team-

The Debt Recovery team is part of the Domestic Debt department. The team manages debt recovery activities through external agencies and collaborates with other departments to resolve issues affecting debt collection, particularly supporting customers behind on energy bills. The team also handles bereavement accounts, insolvencies, and Power of Attorney recordings related to customer accounts.

The role-

This is a 12-month fixed-term contract. As a Team Leader, you will oversee daily team management, support team members through coaching and development, monitor performance, and plan succession. You will liaise with third-party partners, seek process efficiencies, and ensure compliance with industry regulations, supporting audits as needed.

The work impacts both the business and customers; accuracy and compliance are crucial. We aim to support customers in managing their debt and seeking independent help where appropriate.

Your responsibilities include-

• Managing and developing the team to achieve high performance
• Setting and monitoring KPIs and objectives
• Conducting regular 121 meetings, mid-year, and year-end appraisals
• Managing absence and performance issues with appropriate support plans
• Collaborating with Training & Quality teams to identify improvement opportunities
• Ensuring policies and processes comply with regulations
• Sharing debt recovery expertise across the business
• Supporting service level management and department initiatives
• Organizing resources to meet workload demands
• Handling escalations regarding debt-related customer inquiries and complex issues
• Managing relationships with debt collection agencies and third-party partners
• Monitoring budgets and costs related to debt recovery
• Supporting internal and external audits and implementing actions
• Reporting on workload and resource management
• Performing other duties as assigned by management

About You

You are passionate about customer support, with experience in team management, coaching, and performance driving. You will support your team in achieving their goals, reporting to the Debt Recovery Manager.

What you will bring-

• Strong leadership and team management skills
• Positive attitude in challenging situations
• Experience in a leadership or similar role
• Skills in coaching, developing, and motivating teams
• Excellent communication and attention to detail
• Strong planning, organizational, and time management skills
• Analytical and problem-solving abilities with sound decision-making
• Customer service and interpersonal skills
• Experience managing projects, change, and risk
• Knowledge of the utilities industry is a plus but not essential
• Engaging, adaptable, and innovative approach

About Us

Benefits include-

• Healthcare, life assurance, and pension contributions
• Hybrid working model
• Company discounts, holiday entitlement, and flexible benefits

We support environmental sustainability and are committed to equality and diversity in the workplace.