Switch2 Energy Limited

Collections

• Lead and manage a team of collections specialists responsible for recovering outstanding consumer debt on behalf of clients.
• Ensure compliance with regulatory requirements, deliver exceptional customer service, and implement strategies to reduce arrears and improve cash flow.
• Supervise, coach, and motivate collections staff to achieve performance targets.
• Conduct regular training and performance reviews.
• Foster a collaborative, customer-focused culture.
• Oversee day-to-day collections activities, including payment arrangements, escalations, and disconnections/reconnections.
• Monitor delinquent accounts and implement effective recovery strategies.
• Approve payment plans and recommend write-offs where appropriate.
• Ensure all collections activities comply with Ofgem regulations and company policies.
• Maintain accurate records and audit trails for regulatory reporting.
• Develop & track team performance against KPIs and SLAs.
• Prepare KPI reports on collection efficiency, arrears, bad debt, and customer payment trends.
• Identify process improvements and recommend technology enhancements.
• Assist with administration of payment support schemes, including low-income assistance, budget billing, and government-funded programs.

Customer Collections Team Leader

• Oversee credit and collections operations, ensuring timely revenue recovery
• Manage credit policies, customer payment programs, and delinquency reduction strategies
• Monitor delinquent accounts and oversee collection strategies
• Ensure compliance with Ofgem regulations and other mandates
• Lead, train, and develop credit and collections staff
• Prepare regular KPI reports on credit performance and collection efficiency
• Recommend process improvements and technology enhancements

Customer Collections Team Leader

Consumer Collections Manager