Collections Strategy Manager

What you’ll be responsible for

The successful candidate will be responsible for working closely with the Head of Customer Revenue, the Debt Recovery Manager and the Collections System Team to review, manage and improve the day-to-day collection strategy for Household and Non-household Retail debt, encompassing circa £186k accounts and £250m of debt, at the same time ensuring that customer outcomes are in line with company values and Regulatory obligations.

Your responsibilities will include: 
 

1. Development and Delivery of the debt recovery strategy to ensure the Cash Collection KPI’s are achieved, whilst also ensuring that the overall performance metrics, including customer service and Regulatory obligations are delivered for the Revenue team.
2. Work across the business and with external organisations in conjunction with the Debt Recovery Manager to supplement the data available to deliver improved customer segmentation, driving activities and outcomes for the collection’s strategy and customers, with particular attention to strategies for helping vulnerable or digitally excluded customers.
3. Proactive planning and monitoring of the Dialler strategy and adherence, including working with Retail planning team to maximise resource, and suppliers to optimise dialler performance.
4. Working with the Resource Managers Team & Collections Team managers to plan and schedule of resources to deliver the collections strategy across all areas.
5. Work with the Collections teams & debt system team to optimise worklists and automation within the collection’s strategy and across the business through continuous improvement, innovation and best practice, ensuring effective implementation into operational processes in support of business goals.
6. Utilise qualitative and quantitative data to assess the performance of our collections capability and drive continuous improvement, leveraging data analytics and customer feedback to make informed decisions, drive continuous improvement, and measure the success of product initiatives.
7. Closely monitor Regulatory obligations, ensuring the debt strategy always meets those obligations, whilst contributing to the development of reporting to support adherence.
8. Work with the wider business to implement and assist in the delivery of debt prevention strategy activities & actions
    

Who you’ll work with

Internal

•    Head of Customer Revenue
•    Debt Recovery Manager
•    Debt Management systems team
•    Retail Data & BI team
•    Middle Manager & TL’s across the business
 

External

•    3rd Party Data providers
•    Water industry & utilities best practice groups.
•    Regulatory bodies
 

About you

Knowledge, Skills & Experience 
 

• Ideally a minimum 5 years Debt Recovery experience / background in credit and collections management. 
• Analytical and Data-Driven Decision Making: Experience in analysing large sets of financial data to identify trends, insights, and areas for improvement is essential. 
• A track record in Strategic Thinking and Planning: Ability to develop long-term strategies that align with the company's financial goals. 
• Previous experience of working in a strategy or highly analytical role.
• Strong analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions
• Ability to generate data and insight that is clear and comprehensive
• Production of high quality deliverables using data analysis and presentation tools
• Excellent communication and networking skills, confident and credible presenting to senior stakeholders.

Good to know

For more information on the role please contact Leon.Hughes@dwrcymru.com

Benefits

As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:
 
 
•    Variable pay schemes (your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
•    Option to buy additional annual leave up to 5 days per year
•    Enhanced employer pension contributions – Up to 11% employer contributions
•    Enhanced family friendly policies
•    Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
•    Reduction on gym memberships and high street shopping
•    Cycle to work scheme
•    Free on-site parking at all our sites
•    Discount off all Welsh Water visitor attraction centres and gift shops
•    Car-leasing scheme
•    Health CashBack scheme
•    An employee assistance programme for employees and their immediate family
 
 
Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment.
 
 
Please note, we may close this role sooner if required. We may also extend the original closing date depending on interest.

Who we are

Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.
 

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.  This is achieved by living our core values and demonstrating the core behaviours that underpin them.  The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.
 

We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. 
 

To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.
 

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.