Role: Head of Credit & Collections (Retail Energy)
Location: Hybrid - Home/ London (1 or 2 days per week)
Salary: £ highly competitive
Term: FTC
Would you like to join a company who are customer-centric, tech-led, and passionate about sustainability? This company are well on their way to a Net Zero future! As the Head of Credit & Collections you deliver the Debt collection strategy, taking an analytical approach and have a continuous improvement mindset. At the core you will focus on bringing your experience with Debt Strategy to implement a future proof delivery for a growing customer base. With a large team of 40+, you will be working on upskilling and developing the collections team. Additionally, you will be working with financial and 3rd parties, such as DCAs to ensure every avenue is scoped to reduce debt retrospectively and proactively. If you think that you are the Head of Credit & Collections that we are searching for, apply today!
Responsibilities:
- Work with the Director of Customer Operations to implement the debt strategy
- Maximise the efficiency of an omni channel customer-facing collections team
- Review processes to mitigate risk and ensure alignment the regulator.
- Able to convey new risks, and detail tolerances of risk appetite
- Work cross-functionally with other areas of customer operations and the wider business to deliver a best-in-class end to end service.
- Become the main point of contact for third party escalation partners
- Work directly with the regulator to ensure escalated situations are being taken care of efficiently and effectively.
- Develop the Payments and Collections team to become an effective team that not only supports customers to reduce the book of debt but through cross-functional collaboration is able to mitigate the risk on increase debt.
- Work with the internal training team to ensure we continually develop the Collections teams Skills and capabilities.
Skills and experience required:
- Experience as a Head of within a Debt/Collections/Payment department in Retail
- Energy industry experience including how payments, collection and billing functions work
- Experience of working with, and building new relationships 3rd Party DCAs and Outsourcers
- Experience managing a multi-tier team with team leaders and advisors
- Ability to articulate clear financial deliverables
- Strong knowledge of how to deliver a best-in-class end to end customer journey
- Able to deliver a clear debt prevention, and debt recovery strategy for our customers
- Accountability for software that has a clear link to payment strategy
- Previous experience of orchestrating cross-functional changes to deliver better results