Debt Recovery Team Leader (12 months FTC)

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

Job summary

A leading company in the energy sector is seeking a Team Leader for their Debt Recovery team. This role involves overseeing daily management, supporting team members, and ensuring compliance with industry regulations while maintaining exceptional customer service. The ideal candidate will have strong leadership skills and relevant experience in team management and debt recovery.

Benefits

Healthcare plan

Life assurance

Pension contributions

Hybrid working

Discounts

25 days holiday plus bank holidays

Qualifications

• Strong leadership and management skills.
• Previous experience in team leadership or similar roles.
• Proven coaching and development skills.

Responsibilities

• Manage and develop the team to achieve high performance.
• Set and monitor KPIs and objectives.
• Conduct regular performance reviews and manage attendance.

Skills

Leadership

Communication

Problem Solving

Customer Service

Team Management

Planning and Organization

Coaching

Time Management

Job description

About The Role

The Debt Recovery team is part of the Domestic Debt department. The team manages debt recovery through external agencies and collaborates with other departments to resolve issues affecting debt collection, especially supporting customers behind on energy bills. The team also handles 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, monitor performance, and facilitate coaching and training. You will liaise with third-party partners, identify process improvements, and ensure compliance with industry regulations, supporting internal and external audits.

Your work will significantly impact the business and customers, emphasizing accuracy and customer support.

Responsibilities

• Manage and develop the team to achieve high performance
• Set and monitor KPIs and objectives
• Conduct regular performance reviews and manage attendance
• Address performance issues with support plans, quality checks, and coaching
• Collaborate with Training & Quality teams for continuous improvement
• Ensure compliance with relevant regulations and policies
• Become a subject matter expert in debt recovery policies
• Manage service levels and support departmental initiatives
• Organize resources to manage workload
• Handle escalations and complex customer queries
• Manage relationships with debt collection agencies and third parties
• Be aware of budget and cost considerations
• Support audits and ensure corrective actions
• Monitor workload and manage resources accordingly
• Perform any additional duties as assigned

About You

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

Qualifications and Skills

• Strong leadership and management skills
• Positive attitude in challenging situations
• Previous experience in team leadership or similar roles
• Proven coaching and development skills
• Excellent communication and attention to detail
• Strong planning and organizational skills
• Effective time management and prioritization
• Analytical and problem-solving abilities with sound decision-making
• Customer service excellence
• Experience with project, change, and risk management
• Understanding of the utilities industry is a plus but not essential
• Motivational and engaging leadership style
• Receptive to feedback and adaptable
• Team-oriented and relationship-building skills
• Flexible, innovative, and creative approach

About Us

We offer a healthcare plan, life assurance, pension contributions, hybrid working, discounts, 25 days holiday plus bank holidays, and other benefits. We support the Group Environmental Policy and sustainability goals.

Flexibility

We may ask you to undertake additional duties outside your job description to adapt to business needs.

Ecotricity is Britain's greenest energy company, committed to replacing fossil fuels with renewable energy, building wind, solar, and green gas projects, and promoting sustainable initiatives across the UK.

We are an equal opportunities employer, dedicated to diversity and inclusion.