Key Accountabilities:

• Supervise the 7 day letter process for customers with overdue debt

• Prepare full letters of claim chasing overdue debt

• Manage the full legal process with internal and external solicitors

• Act as main point of contact for external solicitors’ queries in respect of claims 

• Control expenditure related to the external process

• Manage the Small Claims Process and insolvencies

• Liaise with customers and their representatives in order to expedite the claim process and where possible recover the full outstanding debt or where appropriate achieve settlement of outstanding debt

• Work alongside internal legal team on higher value claims

• Liaise with management in order to approve settlements and write-offs.

• Ensure the delegations of authority are adhered to

• Informing customers by letter of our intention to disconnect

• Moving accounts through the Disconnections process efficiently

• Raising paperwork for payment plan requests and monitoring the payment plans

• Manage the warrant process

• Manage the Disconnection process on the day of the event

• Pre-emptive calls to customer prior to Disconnection to encourage payment of debt

• Carry out administrative tasks in relation to each Disconnection case

Knowledge, Skills and Qualifications required: 

• Degree or equivalent experience

• ICM (full or part) qualified, or 3 Years experience working in a collections team (preferably)

• Proven ability to produce accurate work under tight deadlines

• Microsoft Office proficient

• Excellent organisational and communication skills

• Able to manage conflicting priorities and to handle difficult customers

• Team-work and ability to work with colleagues at all levels

• Understanding of the legal claims process

• Knowledge of the energy industry is highly desirable

• A period of practical experience working in a legal practice and/or working in a collections department would e desirable

• Preferable utility industry experience