The Manager is responsible for minimising the retail debt of the business by ensuring timely collection of debt where retailers have failed their Direct Debits. The Manager should ensure adherence to company risk management to minimise company and client exposure to risk and debt. This involves active management of company accreditation policy, solid understanding of the debt and its drivers to ensure mitigating controls are in place to proactively reduce debt. The Manager will be required to business partner across the business through provision of reporting to influence the business on changes in process or policy to achieve minimum debt. The Manager is responsible for a small team of four people, developing a culture of customer focus to build positive relationships with retailers whilst also having good negotiation and influencing skills.
Manage the internal and external debt collection process by ensuring 100% of failed Direct Debits are dealt with on day zero and that company targets for collection are met. Ensure aged debt through the internal and external process is managed in a timely and efficient manner and within agreed targets.
To instil a customer focused culture where retailer experience is prioritised and where a proactive approach to debt collection is adopted to manage the high risk part of retailer network and maximise debt collection.
Monitor, report and manage team and debt performance against agreed targets. Analyse and interpret the daily debt in order to advice business of underlying trends and to drive operational efficiencies and improvements.
To partner with the business on a day to day and project basis to ensure debt management forms a seamless part of the retailer experience whilst maximising collection.
To ensure that procedures for debt collection are in place, in line with legislation and reflect best practice. To ensure procedures, processes and systems are regularly reviewed for efficiency and control.
To ensure that policies owned by team are continually reviewed and tested to ensure they minimise company and client exposure to risk and optimise efficiency and customer experience. Maintain the company accreditation (credit checking) policy, review and make credit decisions within assigned authority.
Actioning any adverse notifications on Limited companies.
Working with the business to reduce churn of retailers without increasing the debt risk.
To lead and develop a small team to deliver the timely and accurate management of retail debt to agreed targets.
Quality checking of team tasks (calls, internal and external debt collection process, accreditation and complaints) to ensure tasks carried out correctly;
Act as a point of escalation, where necessary, to support resolution of retailer queries or complaints.
Attend operational meetings both internal and with external suppliers/clients where necessary. Monitoring of the legal company used for external support to ensure they continue to offer value and remain effective.
QUALIFICATIONS AND EXPERIENCE REQUIREMENTS
Chartered Institute of Credit management (CICM) Diploma in debt collection
Customer service experience
Understanding of legal proceedings
Experience of high volume debt collection
Strong analytical and reporting skills with experience of delivering insight
Experience of developing debt policy
To have knowledge of utility or payment markets would be an asset.
Proven experience of working within a fast-paced customer service back office environment.
Credit management / business / accounting qualifications.
An engaging team leader with a hands-on approach and the ability to coach and motivate a team;
To be able to communicate effectively at all levels within the business;
Proactive approach to work
Experienced in a customer facing environment
Able to cope under pressure with a flexible approach to work and being persistent and resilient and able to cope with setbacks;
A well organised individual with a high attention to detail and accuracy;