Collections Team Manager
| Posting date: | 17 June 2025 |
|---|---|
| Salary: | £30,000 to £35,000 per year |
| Hours: | Full time |
| Closing date: | 01 July 2025 |
| Location: | Bournemouth, Dorset |
| Remote working: | On-site only |
| Company: | South West Water |
| Job type: | Permanent |
| Job reference: |
Summary
Great opportunity for a Collections Team Manager to join our Customer Service team based in Bournemouth at a salary of £30,000 to £35,000 plus benefits.
The role
As Collections Team Manager you will be responsible for maximising collections by supervising and developing the Customer Service Specialists, ensuring a collections culture across the business which assists customers who may be struggling to pay their water bills, and progressing non-payers down the most appropriate channel of recovery action.
Successful Debt and Recovery is dependent on a dynamic and flexible approach to collections, balanced with outstanding customer service.
Your varied role will include efficient management of teams, proactive account administration of customers with hardened debt, ensuring prompt and SLA compliant responses to all channels of customer debt enquiries and work queues, fostering strong contacts with key internal and external stakeholders with the intention of identifying collection opportunities, and monitoring the debt cycle to ensure efficient and proactive collections processes are in place.
What you’ll be doing
Driving robust debt and collection performance, supporting lower bills for all customers.
A tailored and flexible approach to debt, treating all customers as individuals and supporting positive outcomes, whilst recognising nonpayment must result in relative consequences.
Manage all customer contacts in a way that resolves issues simply, efficiently, and effectively.
Ensure customers are on the most appropriate and cost-effective payment plan.
Responsible for the correct application of governance relating to debt policy and financial management and account amendments / adjustments.
Champion Health, Safety, and Wellbeing and the code of conduct.
Build a personal connection with team members through positive behaviours and communication.
Achieving the Cash Collections and Bad Debt targets.
Consistently demonstrate high-quality customer service.
Regardless of the contact channel ensure ‘tone of voice’ is presented without jargon, with a simple, caring and substantive approach.
Support the Pennon Strategy and embodying the Pennon Values.
Support reducing Water Poverty by proactively offering tariff and affordability solutions.
Promote PSR registration to all vulnerable customers, as part of the wider business strategy.
What we’re looking for
In depth knowledge of debt collection and credit cycles.
Excellent communicator, both verbally and in writing, to colleagues and external stakeholders.
Collaboration skills, ability to work alongside other teams to identify collection opportunities.
Knowledge of processes, polices and Charges Schemes.
Excellent analytical and problem-solving skills.
Good general standard of education or equivalent through relevant training and experience.
Demonstrate a good understanding of Microsoft packages.
The role
As Collections Team Manager you will be responsible for maximising collections by supervising and developing the Customer Service Specialists, ensuring a collections culture across the business which assists customers who may be struggling to pay their water bills, and progressing non-payers down the most appropriate channel of recovery action.
Successful Debt and Recovery is dependent on a dynamic and flexible approach to collections, balanced with outstanding customer service.
Your varied role will include efficient management of teams, proactive account administration of customers with hardened debt, ensuring prompt and SLA compliant responses to all channels of customer debt enquiries and work queues, fostering strong contacts with key internal and external stakeholders with the intention of identifying collection opportunities, and monitoring the debt cycle to ensure efficient and proactive collections processes are in place.
What you’ll be doing
Driving robust debt and collection performance, supporting lower bills for all customers.
A tailored and flexible approach to debt, treating all customers as individuals and supporting positive outcomes, whilst recognising nonpayment must result in relative consequences.
Manage all customer contacts in a way that resolves issues simply, efficiently, and effectively.
Ensure customers are on the most appropriate and cost-effective payment plan.
Responsible for the correct application of governance relating to debt policy and financial management and account amendments / adjustments.
Champion Health, Safety, and Wellbeing and the code of conduct.
Build a personal connection with team members through positive behaviours and communication.
Achieving the Cash Collections and Bad Debt targets.
Consistently demonstrate high-quality customer service.
Regardless of the contact channel ensure ‘tone of voice’ is presented without jargon, with a simple, caring and substantive approach.
Support the Pennon Strategy and embodying the Pennon Values.
Support reducing Water Poverty by proactively offering tariff and affordability solutions.
Promote PSR registration to all vulnerable customers, as part of the wider business strategy.
What we’re looking for
In depth knowledge of debt collection and credit cycles.
Excellent communicator, both verbally and in writing, to colleagues and external stakeholders.
Collaboration skills, ability to work alongside other teams to identify collection opportunities.
Knowledge of processes, polices and Charges Schemes.
Excellent analytical and problem-solving skills.
Good general standard of education or equivalent through relevant training and experience.
Demonstrate a good understanding of Microsoft packages.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.