Debt Recovery Team Leader (12 months FTC)

JR United Kingdom; Norwich; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

JR United Kingdom is seeking a Team Leader for their Debt Recovery team on a 12-month fixed-term contract. The role encompasses daily team management, coaching, performance monitoring, and liaising with partners to promote compliance and efficiency in debt recovery processes. The position offers a dynamic work environment with comprehensive benefits.

Benefits

Healthcare

Life assurance

Pension contributions

Hybrid working

Discounts

Holiday entitlement

Cycle-to-work scheme

Onsite parking

Qualifications

• Skilled in team management and employee development.
• Positive attitude and resilience in challenging situations.
• Experience with project management and risk.

Responsibilities

• Manage, develop, and maintain high performance levels within the team.
• Set and monitor KPIs and objectives at team and individual levels.
• Handle escalations and complex customer queries.

Skills

Leadership

Communication

Problem-solving

Customer service excellence

Organizational skills

Coaching

Education

Experience in a leadership or similar role

Job description

About The Role

The Debt Recovery team is part of the Domestic Debt department. Its responsibilities include managing debt recovery activities through external agencies, collaborating with other departments to resolve issues hindering debt collection—particularly supporting customers behind on energy bills—and handling the end-to-end processing of bereavement accounts, insolvencies, and Power of Attorney recordings.

The Role

This is a 12-month fixed-term contract. As a Team Leader, you will oversee daily team management, support team members' development through coaching and training, monitor performance, and plan succession. You will act as a liaison with third-party partners, seek process efficiencies, and ensure compliance with regulatory requirements, supporting internal and external audits.

Our work impacts both the business and customers, emphasizing accuracy and customer support in debt management and promoting independent help where needed.

Key Responsibilities

• Manage, develop, and maintain high performance levels within the team
• Set and monitor KPIs and objectives at team and individual levels
• Conduct monthly 1-on-1s, mid-year, and year-end appraisals
• Manage absence and performance issues, providing support and coaching
• Collaborate with Training & Quality teams to identify improvement opportunities
• Ensure compliance with relevant regulations and policies
• Become an SME in debt recovery policies and processes
• Manage service levels and support departmental initiatives
• Plan resource allocation to meet workload demands
• Handle escalations and complex customer queries
• Manage relationships with debt collection agencies and third parties
• Support audit processes and monitor workload reporting
• Perform other duties as assigned

About You

You are passionate about customer support, experienced in team management, and skilled in employee development. You will support your team in achieving their goals and driving performance.

What You Bring

• Strong leadership and team management skills
• Positive attitude and resilience in challenging situations
• Experience in a leadership or similar role
• Coaching and development expertise
• Excellent communication and attention to detail
• Strong planning and organizational skills
• Time management and prioritization skills
• Problem-solving and decision-making abilities
• Customer service excellence
• Experience with project management, change, and risk
• Knowledge of the utilities industry is a plus but not essential
• Motivational and engaging leadership style
• Receptive to feedback and adaptable
• Supportive team player with relationship-building skills
• Flexible and innovative approach to work

About Us

We offer benefits such as healthcare, life assurance, pension contributions, hybrid working, discounts, holiday entitlement, cycle-to-work scheme, and onsite parking. We are committed to sustainability and environmental responsibility, with initiatives like wind farms, solar parks, and electric vehicle charging networks.

Ecotricity is an equal opportunities employer committed to diversity and inclusion.