Customer Collections Team Leader
Switch2 Energy Limited
full-time
Posted on:
Location Type: Hybrid
Location: Shipley • United Kingdom
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Job Level
About the role
- 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.
Requirements
- Proven experience in debt recovery or credit management within utilities or a regulated industry.
- Strong leadership and team management skills.
- CICM qualification preferred.
- Excellent knowledge of collections processes, regulatory compliance, and customer service principles.
- System implementation experience.
- Analytical mindset with ability to interpret data and drive performance improvements.
- Proficiency with spreadsheets, reporting tools, and CRM/CIS software.
Benefits
- Commitment – Passion with purpose
- Innovation – Delivering today, shaping tomorrow
- Teamwork – Empowering individually to achieve collectively
- Together – Strong relationships, stronger outcomes
- Resilience – Facing challenges, embracing change
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
debt recoverycredit managementcollections processesregulatory compliancedata interpretationperformance improvementsKPI reportingpayment arrangementsprocess improvementspayment support schemes
Soft Skills
leadershipteam managementcustomer servicecoachingmotivationcollaborationanalytical mindsetcommunicationperformance monitoringstrategic implementation
Certifications
CICM qualification