Credit Solutions Lead

NOVA ENERGY LIMITED; Auckland; Presencial; NZD 100.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible work

Employee discounts

Health checks annually

Parental leave

Training & development

Descripción de la vacante

Nova Energy Limited is seeking an experienced Credit Team Lead to guide a team of Credit Advisors in Auckland. The role focuses on recovering overdue debt, managing credit risk and delivering fair, customer-centric outcomes.

You will provide strategic direction, coach staff, and ensure compliance with consumer care obligations while balancing commercial considerations in challenging conversations with customers.

Formación

• Relevant tertiary education in finance, business, or a related field.
• Solid experience in credit, collections, debt recovery or a related area.
• Sound knowledge of credit processes, organisational policies and regulatory requirements.

Responsabilidades

• Manage the recovery of overdue debt and losses across internal collections activity and third-party agencies.
• Guide Credit Advisors through complex customer situations, escalations and recovery decisions where judgement is needed.
• Plan workloads, set priorities and monitor team performance to keep contact and recovery activity on track.
• Identify recurring customer issues within credit processes and determine changes needed.
• Develop the capability of Credit Advisors through regular coaching, feedback and support.

Descripción del empleo

Nova is part of the family-owned Todd Corporation, one of New Zealand’s largest and most successful companies. We’re the ones who supply great value energy, broadband and phone services to all kinds of Kiwi homes and businesses.
We’re looking for an experienced credit professional to lead our Credit Solutions team, supporting Credit Advisors to manage challenging customer conversations with sound judgement, empathy and a clear understanding of credit risk.

About the role

Good credit management is about getting the balance right. Nova needs to recover overdue debt and manage credit risk, while treating customers fairly and finding workable solutions when people are having difficulty paying.

As Credit Team Lead, you’ll lead a team of Credit Advisors who speak directly with customers about overdue accounts, payment difficulties and the options available to them. Some conversations will be straightforward, while others will involve customers facing genuine financial hardship or situations where the right course of action is less clear.

Your role is to make sure the team has the guidance, confidence and support to handle those conversations well. You’ll provide direction when cases become more complex, help maintain a consistent and fair approach, and ensure disconnection for non-payment is treated as a last resort in line with Consumer Care obligations.

Key responsibilities

• Manage the recovery of overdue debt and losses across internal collections activity and third-party agencies.
• Guide Credit Advisors through complex customer situations, escalations and recovery decisions where additional judgement is needed.
• Plan workloads, set priorities and monitor team performance to keep customer contact and recovery activity on track.
• Identify recurring customer issues or problems within credit processes, investigate what is causing them and determine what needs to change.
• Develop the capability of Credit Advisors through regular coaching, feedback and support with their day-to-day work.

About you

You’re an approachable and considered leader who understands that good credit management involves more than collecting overdue debt. You can balance commercial considerations with individual customer circumstances and remain fair and measured when there isn’t an obvious answer.

You know how to support people who spend their day having conversations that aren’t always easy. You’ll set clear expectations and step in when your experience is needed, while giving capable team members the confidence to make sound decisions themselves.

You’re comfortable having honest conversations, whether that’s supporting an advisor through a difficult case, addressing performance or explaining a decision that someone may not agree with. You take responsibility for your calls and remain practical when circumstances change.

What you’ll bring

• Relevant tertiary education and solid experience in credit, collections, debt recovery or a related area.
• Experience leading people in a customer-facing credit, collections or similar environment.
• Sound knowledge of credit processes, organisational policies and relevant regulatory requirements.
• The judgement to work through complex credit and customer situations, make timely decisions and recognise when an issue needs to be escalated.
• Clear communication skills, with the ability to work constructively with customers, colleagues and external recovery providers.

What We Can Offer You

• Competitive remuneration with a discretionary performance-based bonus.
• Flexible working arrangements.
• Access to our employee discount scheme, offering savings on electricity, natural gas, broadband and mobile services.
• Employee discount programme (Todd Perks), free eye checks, discounted gym, fuel savings and other services.
• Generous leave provisions, including 3 days office closure leave and the ability to purchase more leave if needed.
• Enhanced parental leave for new parents, including top-ups of government parental leave payments for primary carers & additional leave provision for partners.
• Annual health checks, mole maps, flu vaccinations and mental health support with Clearhead.
• In-house leadership and development programmes, coaching and mentoring available and support for external studies.
• Fun Cultural Calendar & social club activities

Application process

• This role will close on 26 November 2026; however, we will be reviewing applications as they come in to start the recruitment process.
• Due to immigration requirements, we are only accepting applications from those who have current work rights in New Zealand right now.
• Please note that you may not receive notification of the outcome of your application until the vacancy has closed, and we have completed the shortlisting process.

Join our dedicated team and grow your career in a supportive and inclusive environment where we value diversity and encourage you to be your authentic self throughout the recruitment process. Please don't hesitate to share any specific needs or ways we can assist and support you throughout this process.