Customer Collections Team Leader

Role Purpose

Lead and manage a team of collections specialists responsible for recovering outstanding consumer debt on behalf of our clients. Ensure compliance with regulatory requirements, deliver exceptional customer service, and implement strategies to reduce arrears and improve cash flow.

Key Responsibilities

Team Leadership & Development

• Supervise, coach, and motivate collections staff to achieve performance targets.
• Conduct regular training and performance reviews.
• Foster a collaborative, customer-focused culture.
  

Debt Recovery Management

• 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.
  

Compliance & Policy Adherence

• Ensure all collections activities comply with Ofgem regulations and company policies.
• Maintain accurate records and audit trails for regulatory reporting.
  

Performance Monitoring & 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.
  

Customer Assistance Programs

• Assist with administration of payment support schemes, including low-income assistance, budget billing, and government-funded programs.
  

Skills & Experience Required

• 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.
  
  

Key Competencies

• Leadership & Coaching

Customer-Centric Approach

Regulatory Compliance

Problem-Solving & Decision-Making

Communication & Negotiation

Our Company Values

At Switch2, our values guide how we work, collaborate, and deliver for our customers and each other.

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

Switch2 Energy is a Equal Opportunities Employer.