SME Collections Team Manager - #1797083

About ENGIE

ENGIE is a global leader in low-carbon energy supply and services. We have been active in the UK energy market for over 20 years, focusing on energy storage and renewable energy (solar, wind, biogas), while supplying energy to organisations of all sizes.

We are reshaping the energy future by reconciling economic performance with a positive impact on people and the planet. We are looking for individuals committed to helping turn our vision into reality.

We have an exiting opportinity for an SME Collections Team Manager, to oversee the collections process for Small and Medium Enterprise (SME) clients, ensuring efficiency and excellence. If you are passionate about driving results we would love to hear from you.

You will manage a team of collections agents, develop strategies to ensure timely collections, and maintain strong relationships with clients and internal stakeholders. Your leadership skills, understanding of credit management processes, and focus on customer service will be key to achieving financial goals and compliance.

Key Responsibilities

• Lead a team to deliver collections strategies and achieve departmental and company targets.
• Oversee the timely collection of outstanding debts, addressing issues early to prevent overdue balances.
• Monitor and report on collections performance, trends, and outstanding balances. Prepare regular reports for senior management, highlighting key performance indicators (KPIs) and challenges.
• Foster team communication, identify knowledge gaps, and drive cross-training and development.
• Collaborate with other teams to improve performance and customer experience.
• Manage attendance, performance, and conduct issues within the team.
• Continuously evaluate and improve the collections process to enhance efficiency, customer satisfaction, and cash flow management.
• Ensure compliance with relevant regulations, internal policies, and industry best practices. Coordinate with legal teams for debt recovery actions if necessary.
• Plan and manage the day-to-day productivity of the team.
• Provide excellent customer service and support the team in resolving escalated issues within agreed Service Level Agreements (SLAs).
• Maintain and review process documentation to ensure continuous improvement and accuracy.
  
  

Knowledge And Skills

• Excellent verbal and written communication skills with the ability to build relationships with internal and external stakeholders.
• Strong analytical and problem-solving skills, with a keen eye for detail and the ability to assess risk and make sound decisions.
• Proven team leadership and people management experience, with the ability to motivate, coach, and develop staff.
• Proficiency in Microsoft Office.
• Ability to balance collections objectives with maintaining positive customer relationships.
• Strong organizational skills and ability to produce accurate work within tight deadlines.
• Self-management and drive to achieve continuous improvements.
  
  

Experience

• Previous collections/recoveries/contact centre experience.
• Experience in a similar role within the Energy sector is desirable.
• Previous Team Leader/Manager experience is beneficial.
  
  

Qualifications

• GCSE Maths and English Grade C (or equivalent) or above.
• Degree level (or equivalent) is preferable.
  
  

Why ENGIE UK?

• Opportunity to make a significant impact on the future of energy supply.
• Collaborative and innovative work environment.
• Hybrid working options.
• Bonus programme.
• Healthcare cash plan.
• Employer pension contribution.
• Commitment to professional development and growth.
  
  

How To Apply

At ENGIE UK, we value diversity and are committed to creating an inclusive environment for all employees. Even if you do not meet all the requirements listed, we encourage you to apply. Your unique skills and experiences could be just what we need.

Business Unit: GEMS

Division: GEMS - BP UK SUPPLY

Legal Entity: ENGIE POWER LIMITED

Professional Experience: Skilled ( >3 experience <15 years)

Education Level: Other