Debt Collections - External Agency Manager

Job Description

About the companyTotalEnergies Gas & Power is one of the leading energy suppliers to industrial, commercial, and business customers within the UK and part of TotalEnergies is a broad energy company that produces and markets energies on a global scale: oil and biofuels, naturalgas and green gases, renewables and electricity. Our 105,000 employees are committed to energy that is ever more affordable, cleaner, more reliable and accessible to as many people as possible.We have integrated climate change into our strategy and target 25 GW of renewable generation capacity in 2025. We will continue to expand our business to become a leading international player in renewable energies.About the jobBased in Redhill, this role sits within the SME Credit department which is a highly targeted & results driven environment where cash collection is key. This position liaises with service and collections teams and all levels across the business includingsenior management. In addition, the occasional pre-planned visit to 3rd party agencies / outsourcing bodies located in the UK and overseas will be required.Role DetailsSalary:£45,000-50,000 per annumBonus: up to 20%Location: Redhill, Surrey or Newcastle upon TyneContract type: PermanentWorking Pattern: Hybrid - 3 days from office and 2 days from homeKey Accountabilities· Directly manage all 3rd party Debt Collection Agency (DCA) contracts for inactive and active accounts· Chair monthly business reviews with senior management quarterly reviews· Manage third party performance and all payment reporting, providing updates to senior management, identifying issues early and co-ordinating areas to intervene and/or improve· Segment and allocate accounts submitted for DCA collection, ensuring that the appropriate internal collections action has been taken and internal queries resolved· Manage the daily queries from the DCA ensuring that agreed SLAs are set at appropriate levels and adhered to· Calibrate with QA team to ensure calls are assessed in accordance with the Credit guidelines and scorecard· Review weekly/Monthly QA results and drive improvements· Manage weekly query report ensuring that high value/aged queries are progressed and provide guidance where applicable· Ensure ledger splits are maintained correctly and participate in daily calls to review ledger performance against core KPIs· Manage the re-energization process of electricity meters, ensuring the company policy with regards to re-energization is followed at all times and appropriate reporting is in place· Ensure that all external agents are audited twice yearly, for GDPR compliance, call auditing, and ISOS compliance and that they are acting in the best interests of TG&P.· Oversee the management of pre-disconnection (PDV) and isolation (ISO) visits. Ensure that all internal policies and supply license conditions (regulator) requirements are adhered too with any risk to TGP mitigated.· Maintain communication with DCA’s as well as debtors who accounts are currently outsourced· Carry out Quartey audits on selection of high and low value accounts to include recommendations for· improvement to both TEGP processes - how to prevent debt getting to this stage and externally cover for Collections Strategy and Services Manager when required or requested.About you· Graduate calibre with a demonstrable experience in a Debt/Credit control role and contract management· Strong level of knowledge in the Utilities sector would be ideal.· High level of organisational skills & methodical and logical problem-solving abilities.Excellent communication skills with the ability to influence at all levels.· Able to build strong working relationships with agencies to continually improve performanceBenefits· A Competitive Basic Salary· Company Bonus Incentive of up to 20%· Pension Contributions up to 15%· Life Assurance· Company share scheme· Annual Leave 28 days, plus bank holidays· Gym Membership· Private Medical Health and Dental Care· Ride to Work Scheme· Employee Assistance Programme· A positive work-life balance with hybrid working arrangements· An inclusive culture in which everyone can express and develop their potential· The opportunity to give back to the local community by spending three days a year volunteeringDiversity and InclusionOne of our values is respect for each other. Creating an inclusive environment in which everyone can express and develop their potential, from the moment they are hired and throughout their career, means ensuring that all our employees have the same opportunityto succeed, regardless of origin, gender, age, disability, sexual orientation, gender identity or affiliation with a political, religious, union, organization or minority group.This is our vision of diversity, which is an asset for our Group as well as for the individuals who embody it. Preserving and promoting this asset is another part of being a responsible employer.