Head of Collections, Credit Risk and Vulnerability

Salary: £40,000 - £50,000

Hours: Full Time, 37.5 Hours per week

Duration: Permanent

Location: Bristol (Temple Meads)

About the role

Our Retail directorate’s purpose is to grow the business into a sustainable energy company by delivering world class customer experiences at industry leading cost to serve values. We know that the wellbeing of our teams is vital and is the platform on which exceptional performance is built.

You will develop and lead our Collections, Credit Risk and Vulnerability team which covers a range of regulated customer contact. You will create a culture across the team that takes pride in working for Bristol Energy. Your team will be known for 'getting things right first time’ and ‘seeing things through’ while working in an environment that is cool, dynamic, and where it’s clear that everyone feels connected and cares for each other.

You’ll lead strong, happy teams that deliver great customer service. You’ll make sure all our customer interactions are chatty, yet professional and always peer to peer. Your teams will help customers in a variety of ways, encouraging customers who can, to connect with us through digital tools, and providing new and innovative services to those customers who cannot.

Key accountabilities

Your main accountabilities will be to:

  • Develop and introduce a purposeful collections and credit risk strategy that delivers world class standards of service and performance across a range of channels

  • Ensure we look after our vulnerable customers better than anyone else

  • Create an efficient, scalable collections model to facilitate growth and cost to serve reduction 

  • Be an active leader in ensuring our customer experience is frictionless and the processes and systems used across the department are efficient and effective 

  • Show purposeful leadership to enable our company vision and act as a role model in living our values across our Retail directorate, and the wider business.

  • Ensure that we are performing beyond compliance measures – measuring ourselves against customer expectations 

  • Cultivate an environment of caring for one another and champion colleague wellbeing

  • Be responsible for the full colleague journey within your department, from recruitment, onboarding, performance and development, absence management and any other colleague issue that may arise within your team

  • Seek constant improvement to create and maintain a position as an industry thought leader in collections, credit risk and helping vulnerable customers

About you

You must have:

  • A passion for customer service with experience of working as a customer service professional in a fast paced and dynamic environment

  • Significant experience in managing collections, credit risk and customer payments

  • Strong leadership skills with a track record of achieving high performance and meeting strategic objectives

  • Experience in building and motivating teams, and taking responsibility for all aspects of people management

  • Experience in working in a regulated environment, where colleagues must work in line with agreed processes

  • An ability to analyse and understand complex information and create reports or insights that can be presented to others in a clear and simple way

  • Exceptional communication skills and the ability to positively influence colleagues at all levels of the organisation

You will ideally have:

  • Experience in working in a similar role leading a customer service or operations department

  • A deep understanding and knowledge of the energy industry

Application details

Please submit your CV with a short covering letter to joinourteam@bristol-energy.co.uk with the job title in the subject field.