Collections Team Leader

Bicester, UK | Infrastructure
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Company overview

Valda Energy, where knowledge meets innovation. We are specialists with over 20 years of experience in small to medium sized business energy supply, providing outstanding customer services and cutting carbon emissions.

Valda Energy focuses on cloud-based technology, customer focused solutions, choice of fuel mix including 100% renewable energy product and exceptional customer service to bring its customers the best energy solutions available.

Our smart metering technology gives customers complete control over energy consumption and spend by taking automated reads, allowing them access to their energy-use data at any time with our Valda Energy app. www.Valdaenergy.com 

Valda Energy is sustainably growing year on year with a mission to be the leading company to offer the best energy solutions tailored for all small to medium business needs.

 

Purpose

Motivate and inspire the team to success through ongoing quality assessment, coaching and mentoring; ensuring that the team delivers the best possible performance and remains compliant whilst promoting a positive and engaging working environment, so the team achieve their potential.

 

Key tasks

  • Analyse, interpret, and report on team performance being able to analyse cause and effect and be able to implement changes to achieve company objectives. Reporting progress to the Collection Manager with an appropriate action plan when required
  • Deliver effective monthly performance reviews and probationary reviews, ensuring appropriate SMART objectives and succession planning are in place
  • Support the business to achieve operational efficiencies through digital first. Review team and departmental policies and processes to identify efficiencies and improved working practices to deliver an engaging customer experience which minimises bad debt write offs
  • Create effective professional relationships with key stakeholders across the business and externally. Work closely with colleagues to share best practice and create awareness of department issues throughout the business
  • Take responsibility for resolving escalated customer complaints through mutual resolution
  • Work closely with HR on all aspects of people management including workload planning, recruitment, absence management, attrition, and disciplinary meetings
  • Works as one team to drive and support company culture

 

Key Objectives

  • Understand the triggers for debt and manage a team of Collection Advisors
  • Legal proceedings and insolvency
  • Effective problem-solving skills and able to analyse data to make timely and strategic decisions to improve collections
  • Demonstrate emotional intelligence through self-awareness, resilience, positive attitude, personal integrity, empathy, self-management, excellent interpersonal and influencing skills
  • Translates the business strategic aims into achievable goals and sets direction for the team and be able to delegate effectively
  • Highly organised with a flexible and adaptable approach to working and the ability to cope with frequently changing environment, often multi-tasking
  • Proactive and innovative approach in identifying opportunities for continuous improvement that will add value to the business
  • Computer literate and competent with Microsoft Office, in particular word, outlook, excel, PowerPoint

 

Measure of success

  • Achieve collection targets
  • Achieve quality targets
  • Achieve targets for regulatory and legislative compliance
  • Maintain staff engagement with low attrition rates
  • Help support the department to deliver the strategic aims

 

How you need to act

  • Daily demonstration of company values and behaviour standards
  • Enthusiastic, confident, and self-motivated
  • Supportive and inspiring people manager
  • Calm under pressure to meet targets whilst meeting various deadlines
  • Approachable, responds positively to feedback and takes an active interest in personal development

 

What we offer

  • Competitive salary
  • 10% annual performance related bonus
  • On-site parking
  • Pension scheme matched to 4%
  • 25 days holiday plus usual public holidays and you can earn additional holiday for long service 
  • Holiday purchase scheme  
  • Dress down 

 

Reporting to: Collections Manager