The Domestic Debt team handles activity relating to the collection of unpaid domestic energy bills. This includes customer contact, providing the customer with the appropriate support, agreeing payment arrangements, managing and resolving complex queries, managing and improving data quality and escalating accounts to third party debt collection agencies.

We have the challenging task of balancing the needs of our customers with our needs as a business, all within a regulatory framework shaped by quality, compliance and a drive for exceptional customer service.

You will be responsible for the Debt Recovery teams, who manage accounts through our debt recovery journeys once our internal collections process has been exhausted. This includes escalating accounts out to debt collections agencies and fixing any issues preventing debt collection and recovery, which may involve cross departmental work. In addition, the team also manages notifications of insolvency (bankruptcy, individual voluntary arrangements and debt relief orders) and the end-to-end processing of bereavement accounts.

The work we do will have a significant impact on both the business and customers, so getting it right first time is crucial. We have high standards & this role forms part of a management team tasked with developing a world class department responsible for improving collections, reducing bad debt and costs incurred in recovery.

 

This role is a fixed term 12 month contract.

• Take full responsibility for performance, development and the operational effectiveness and efficiency of the Debt Recovery Teams.
• Manage & develop the Debt Recovery Team Leaders & be an escalation point for them in relation to operational issues, staff and customer enquiries.
• Ensure appropriate procedures are in place to progress accounts in debt through the recovery cycles including progressing accounts to debt collection agencies.
• To manage the working relationship with the debt collection agencies and any other third parties we may use as part of our debt recovery process. To include:
• Monitor and review performance.
• Purchase order and invoice management.
• Contract renewals and potentially bringing onboard new third parties.
• Keep up to date with relevant regulations and ensure that all policies and processes are compliant, documented and reviewed regularly.
• Identify opportunities to and to lead on the implementation of any changes
• Reduce cost of recovery and cost to serve.
• Reduce debt and improve processes.
• Provide information requested from our regulators.
• Take responsibility for both internal and external audits and ensure that any relevant actions are taken.
• Planning and objective setting for departmental activities in order to deliver against strategic plans.
• Monitoring and driving performance against KPIs & team performance.
• Oversee all management information produced within the team and provide other management information to the business as required.
• Any other ad-hoc duties as requested by the Head of Department.

• Be a confident, experienced team manager, with proven ability to manage and develop teams.
• Previous debt collection/debt recovery experience preferred.
• Experience of operating within a regulated environment.
• Successful in driving performance and using metrics to evidence performance.
• Highly organised, with the ability to plan, co-ordinate & prioritise.
• Ability to assess, analyse and make decisions in a fast-moving environment.
• Proven ability to build relationships with excellent communication skills. Experience in relationship management desirable.
• High level of numeracy, accuracy and problem-solving ability.
• Experience of improving business processes, collaboratively with colleagues inside your team and outside of it, to deliver better outcomes.
• Competent in using Microsoft Office packages.
• An understanding of the utilities industry is desirable but not essential.

What's in it for you...

Healthcare plan, life assurance and generous pension contribution
Volunteering day
Hybrid working
Various company discounts (including shops, gym, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use it's people in the best possible way at all times and helps the employees to make make their contribution in a changing environment. 

Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity- the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain- by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too- we build windmills and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2023, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass.

We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.