Collections Team Manager

25000.00 - 25000.00 GBP Annual + GBP25000/annum + 5% bonus
09 Mar 2017
23 Mar 2017
Contract Type
Full Time
The role of the Collections Team Manager is a key role to effectively manage the performance of the internal Collections Advisors to maximise the recovery of debt, minimise bad-debt charge and write off through exceptional customer service.

The Collections Manager must be confident enough to work on both business and domestic accounts but must understand the differences in working practices and regulation between collecting on the two.

Knowledge, Skills and Experience

* Excellent communicator with strong collections and customer service skills
* Excellent motivator of people, able to motivate a team of a collections advisors to be the best they can be in terms of performance (cost to serve, quality, compliance and sustainable cash recovery)
* Ability to work at pace in a broad role, in a very fast moving environment, prioritising multiple activities and effectively delegating to others
* Leads by example in collections and customer service, excellent coach and role model. Ability to train others in best practice
* Set, measure and control strict productivity measures including volume of outbound dials, inbound calls handled, RPC, conversion to resolved/cash
* Report on productivity measures real-time with a daily, weekly and monthly summary
* Ensure efficient allocation of work to outsource providers and accurate MI on performance
* Help performance manage outsource partners including DCA's undertaking debt and non-debt, (metering work) and solicitors for legal debt recovery
* Work with external partners to protect and enhance the reputation of the company to deliver best in class regulatory and compliance standards
* Ability to devise pioneering ways to do things differently to give the company a commercial edge in Debt Management
* Ability to interact direct with customers if need be to ensure best in class service and resolve issues/complaints
* This is not a 'silo' role meaning the Collection Team Manager will be responsible for working closely with internal teams inside and outside of the debt function and participating in working on projects in other debt areas


* Minimum 2 years collections experience in either domestic or business but preferably with an understanding of both areas
* Ability to conduct quality and compliance reviews including call listening
* Confident ability to build rapport with new stakeholders, internal or external
* Good relationship building skills (telephone)
* Effective presentation skills
* Persuasive and influential telephone manner
* Able to lead by example
* Understanding of the Data Protection Act
* Clean personal credit file (you will need to agree to a credit check and any employment will be subject to this being clean)
* Clean driving license and own reliable vehicle insured for business use (expenses will be paid)
* Ability to work accurately and quickly with numbers with an analytical mind
* Computer literate
* Ability to create effective MI
* Effective problem solver
* Self-starter, highly motivated


* Manual outbound dialling experience
* Knowledge of both B2B and B2C collections
* Knowledge of Treating Customers fairly
* Knowledge of Ability to Pay license condition
* Understanding of the difference between domestic and business VAT
* Knowledge of payments via benefits (Fuel Direct)
* Knowledge of Ofgem and consumer protection organisations such as CAB, Consumer Futures, MAS, MAT etc...
* Knowledge of Pre-Payment meters
* Knowledge of Warrant court process
* Knowledge of litigation, trace and enforcement activities


* ROE - Collected versus cost
* Quality including customer feedback, compliance, audit and regulatory
* Cash Collected versus opportunity (debt outstanding)
* Paid versus arranged debt
* Collections by most appropriate/effective product (FD, PPM, DD etc)
* Cost and performance by activity