Head of Collections Leicester, England
Job description
About Outfox The Market
As a family ran business created in 2017, we have helped customers make savings by offering customers fair value for their energy and reduce their carbon footprint. Having weathered recent market turbulence OTM has proved to be a forward thinking and resilient supplier with well over 100k domestic customers.
A foundation of OTM’s success is our customer service, rated ‘Excellent’ by Trust Pilot with a score of 4.5. Also Citizens Advice Bureaus most recent poll ranks OTM 3rd for customer service, out of the entire domestic retail industry! This demonstrates our ability as a market leader for service. We are also a proud founding member of the Vulnerability Commitment administered by Energy UK.
Role
This exciting opportunity will drive the expansion of our current collections team capability through process improvement and team development.
You will have responsibility of a well functioning internal team of x6, leading and coaching to motivate performance in serving our customers through difficult times. OTM take great pride in positive customer engagement within our service centre, supporting customers through difficult circumstances should be no different so our collections strategy and processes must continue to reflect this.
You will take ownership of direct debit penetration, ensuring as many of our valued customers continue to stay on paying for their energy in the simplest way possible. We have a duty of care to all our customers in ensuring they understand the cost of energy and to reduce their debt (or credit!) balance where applicable.
You will also enhance and develop the relationship with our DCA panel, driving performance and insight from our external partners is key. They are an extension of our customer support team, all engagement must be aligned to internal policy, you will be the driver to maintain the consistent message for our customers via external partners.
The team is well defined and performs well, however you will support the creation of an updated collections strategy aligned with the wider business to ensure levels of debt are maintained at an acceptable level. This is a unique opportunity to be a part of building a challenger brand in energy retail, therefore you must have an energy retail background to be considered.
Job Types: Full-time, Permanent
Salary: £40,000.00-£45,000.00 per year
Benefits:
- Casual dress
- Company events
- Flexitime
- On-site parking
- UK visa sponsorship
Schedule:
- Day shift
- Flexitime
- Monday to Friday
Ability to commute/relocate:
- Leicester, Leicestershire: reliably commute or plan to relocate before starting work (required)
Experience:
- accounting: 1 year (preferred)
- credit control: 1 year (preferred)
Work Location: Hybrid remote in Leicester, Leicestershire
