Head of Credit & Collections (Retail Energy)

Term:                  Fixed Term Contract

Summary:

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 3^rd 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 3^rd 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