You’ll take ownership of arrears and bad debt performance against agreed targets, using management information, insight and forward-looking analysis to shape collections strategy, prioritise interventions and improve outcomes for both the business and customers. You’ll lead regular performance reviews, building a clear and prioritised roadmap that drives improvements across people, processes, controls and technology, while balancing immediate delivery with longer-term goals.
You’ll keep a close eye on key operational measures such as arrears flow, cure rates, payment commitments, complaints and service impacts, stepping in with recommendations or escalation where needed.
You’ll work to understand and resolve the underlying causes of debt leakage, from billing challenges to payment failures and process gaps. And you’ll guide the design and effectiveness of collections communications and treatment strategies, ensuring the right balance between recovery, customer experience and regulatory expectations.
You’ll also collaborate with internal teams and external partners to deliver collections activity to a high standard, setting clear expectations and supporting improvements where required. Alongside this, you’ll maintain strong controls and processes, build capability across the team and help ensure cost-effective delivery through smart planning, partner management and ongoing optimisation.