Debt Recovery Team Leader

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Job Title Debt Recovery Team Leader Location Glasgow Salary from £39,240 + benefits Help us create a better future, quicker The 3 rd Party Damage (3PD) and Debt Recovery Team Leader is responsible for leading,...

Job Title Debt Recovery Team Leader 

Location Glasgow 

Salary from £39,240 + benefits  

 

Help us create a better future, quicker 

The 3rd Party Damage (3PD) and Debt Recovery Team Leader is responsible for leading, mentoring and coaching to create a team focussed on providing excellent customer service for our internal and external customers.  The successful applicant will be part of the Day Support Team, and will be responsible for achieving SLA’s across the debt recovery process and the 3rd party damage process, both of these team will cover both SPD and Manweb area’s.  

 

What you’ll be doing 

  • Manage the Debt & 3rd Party Damage team to drive improvements in performance and quality.  

  • Manage the Debt & 3rd Party Damage team processes to ensure SPEN remain compliant in all relevant legislations. 

  • Through Operational Excellence, identify process improvements, and show true leadership to drive continuous improvements 

  • Build strong relationships with your Key Stakeholders (Customers / Suppliers) to improve performance 

  • Identify, implement and monitor the correct process controls to ensure SPEN complies with all relevant legislative requirements and minimise the risk of reputation or financial penalties  

  • Manage the timely creation of damage cases within Salesforce to facilitate the payment of services & materials relating to Customer Services (CS) and SPD / SPM 

  • Identify meaningful KPI’s, and introduce and monitor relevant CTQ’s and EWI’s to pro-actively manage processes and improve performance  

  • Be the Point of Contact for all internal and external stakeholders for Debt and 3rd Party Damage operational procedures and systems. 

  • Be the legislative expert – by learning, communicating & implementing changes in systems / legislation etc 

  • Create and distribute Daily, Weekly and Monthly reports accurately and in a timely manner 

  • Maximise all opportunities available to reduce aged debt & maximise the billing process within 3PD  

  • Be visible and available to your team, leading by example, by coaching and motivating to create a high performing team. 

  • Be pro-active in managing your team, and department’s climate, by identifying any staff concerns early and addressing concerns effectively before they become issues. 

  • Carry out recruitment, selection as per company policy and ensure all new starts receive the relevant induction, training, coaching and development. 

  • Manage attendance and performance management in line with company policy, and ensure the correct level of focus is applied to quality to ensure we off our customers the best possible experience 

What you’ll bring 

  • A minimum of 2 years’ team manager experience 

  • Proven track record of managing different teams and processes 

  • Proven ability to generate continuous improvement in daily operations 

  • Extensive working knowledge of Debt Recovery and / or 3PD Processes 

  • Excellent communication skills – oral and written 

  • Effective negotiation and influencing skills  

  • Effective prioritising and organisational skills 

  • Excellent analytical skills, with attention to detail 

  • Ability to manage Customer / Supplier expectations and to “challenge” in a confident and professional manner. 

  • Strong customer focus and ability to work to deadlines and agreed SLA's 

  • A flexible approach to business change 

  • Ability to work effectively within a team environment and also as an individual as required. 

  • Ability to think outside of the box to devise solutions to problems / challenges involving internal and external customer 

  • Be self-motivated, enthusiastic and flexible with a drive to improve and succeed 

  • A working knowledge of industrial relations framework 

  • An extensive working knowledge of SAP 

  • Knowledge of Salesforce 

  • A working knowledge of Faults and Emergency Calls would be advantageous as the successful applicant would be required to manage both overflow and ramp-up call takers 

 

What’s in it for you 

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.

 

At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow. That’s why our benefits include: 

  • 36 days annual leave 

  • Holiday Purchase – perfect your work/life balance with extra annual leave 

  • Share Schemes 

  • Payroll Giving and Charity Matched Funding 

  • Technology Vouchers – save more and spread the cost of your technology purchases 

  • Electric Vehicle Schemes – to help you transition to green/clean driving 

  • Cycle to Work scheme and Public Transport Season Ticket Loans 

  • Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments 

  • Life Assurance (4x salary) 

  • Access to Savesmart financial wellbeing support 

  • Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more 

 

Why ScottishPower 

ScottishPower is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we’re at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation. 

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in. 

ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to careers@scottishpower.com. 

 

IMPORTANT 

Advert will close at 23:59 GMT the day before Job Posting End Date below 

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.

IMPORTANT 

Advert will close at 23:59 GMT the day before Job Posting End Date below

August-31-2024

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