Team Manager – Credit Control
Gazprom Marketing & Trading Retail Ltd
Manchester, GB
2d ago

About us From origins as a small, independent gas supplier in the North West of England, we have grown to become a major business energy supplier.

After just ten years, Gazprom Energy has become the largest business gas supplier in the UK and we currently supply 34,000 business customers at over 80,000 sites across Europe.

About us

From origins as a small, independent gas supplier in the North West of England, we have grown to become a major business energy supplier.

After just ten years, Gazprom Energy has become the largest business gas supplier in the UK and we currently supply 34,000 business customers at over 80,000 sites across Europe.

Manchester is home to our European headquarters, a base from which we have expanded into France and the Netherlands. Our teams across Europe are united by the shared ethos of being helpful and making life easier for our customers.

In 2015 we won the coveted Energy Supplier of the Year award at the Energy Awards 15, as well as achieving Gold standard in people management by Investors in People for the second time running.

Our culture is defined by our people. Through living our values every day we continue to create a culture that enables us all to succeed.

We work as one team with our customers, our parent company and each other in order to understand each other’s needs. With an unstoppable passion for excellence, growth and learning, we’re committed to creating an environment that fosters the development of knowledge, skills and experience, so that our people can thrive and prosper in their careers with us.

We believe that we have the best team in the industry which makes us a trusted partner across international capital and energy markets.

Our diverse employee base, with a wealth of expertise, knowledge and experience makes GM&T a truly exciting place to work.

We encourage new ideas and initiatives as innovative thinking is central to how we do business. Most importantly, we are a growing and developing business where inspired individuals can make a difference and help shape our future.

Role objectives

The Team Manager will ensure that company credit collection policies and procedures are adhered to and will continuously develop these to ensure best practice solutions for our business.

The Team Manager will be responsible for approximately 8 credit controllers, conducting team meetings, 121’s, supporting the team, and reporting.

This role requires someone who is energetic and keen to learn to develop new skills in order for the team to be fully supported and to drive it forward as the company expands.

Additionally candidates will be expected to collaborate and communicate with various levels of internal and external customers.

The Credit Control team is responsible for collecting arrears from SME, Mid & Corp customers. The position will be fairly hands on as you will be responsible for overseeing the day-

to-day running of one of two Credit Control Teams including management of escalated legal matters, meter disconnections, direct debit failures and on-

going credit insurance claims. You will be expected to make and receive escalated collections calls and be responsible for the more complex cases.

Duties & Responsibilities

  • Team Management of one of two Credit Control teams
  • Management of approximately 8 credit controllers
  • Provide the team with clear direction, targets and expectations
  • Responsible for the training, coaching and development of the team
  • Provide management reporting to senior stakeholders
  • Manage escalated customer disputes, legal disputes, disconnections, withdrawal of supply and objections
  • Review & manage monthly bad debts to ensure provisions are appropriately calculated
  • Implementation and development of service levels with both internal and external customers.
  • Adherence to internal processes and risk frameworks
  • Key management support of our third parties agents including debt recovery specialists, solicitors, meter disconnection specialists and our credit insurers
  • Support vulnerable customers, with appropriate debt pathways and excellent customer service.
  • First point of contact for escalated accounts from Credit Controllers, negotiate to resolution ensuring excellent customer service at all times
  • Maintain relationships & attend meetings with other internal departments, e.g. Sales, Customer Services & Billing
  • Manage Direct Debit failures and the resolution of payment issues for customers
  • Reporting ledger balances & track HPP / KPI performance across the team
  • Chairing team meetings, keeping the team up to speed with changes, new developments and an open forum to listen to ideas
  • Conducting weekly ledger reviews on top debtors with team members
  • Conducting 1-2-1 performance reviews, implementing performance improvements plans and staff development including effective training
  • Skills & Experience

  • Demonstrable supervisor / management experience within a credit control environment
  • Experience of dealing with Debt Collections Agencies would be preferable
  • Analytical and highly organised
  • Highly computer literate- MS Word, Excel, Outlook
  • Excellent communication and relationship-building skills are key, as is a positive and flexible approach to your work.
  • Results / target driven with the ability to define, measure and audit KPIs
  • Strategic thinking with the ability to approach relevant parties with new ideas
  • Able to cope with multiple priorities and changing environment
  • Excellent attention to detail and high degree of accuracy is imperative
  • Ability to effectively report to senior management
  • Diligent and dependable
  • Previous knowledge of SAP (desirable)
  • ICM qualified or equivalent preferable
  • Apply
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