RETAIL CUSTOMER SERVICES - PAYGO
£41,500 - £62,500 DEPENDING ON SKILLS & EXPERIENCE PLUS BONUS AND EXCELLENT BENEFITS
At SSE, doing more for over 8 million customers across the UK and Ireland drives us, adding value to their lives motivates us, and getting things absolutely right for them matters to us most. We are one of the UK's largest and most diverse energy companies, always looking to identify great talent to support SSE's growth in the energy industry. Over the past three years SSE has been reviewing its retail strategy and the retail business is now embarking on a transformation programme that aims to ensure that SSE continues to lead in the provision of energy and related services. Due to this we are recruiting for a Site Manager.
You will be responsible for managing the Pay as you go operation in Cardiff Credit and Collections comprising of, general enquiries, Appointments, debt, Smart and Back Office Validations. You will also protect Credit and Collections from risk of debt, cost and reputational damage (including Regulatory Fines and Media exposure). You will lead a team of between 5 – 8 Customer Service Managers within the Credit and Collections area, delivering supportive services to achieve key outcomes.
You will be responsible for monitoring and managing Payment Recovery Plans, including reviews and proactive engagement of customers based on the patterns of adherence to plans. You will be accountable for identifying and managing risks, inherent and arising from engagement with Leads and Heads of across Credit and Collections, CS&RT, Regulation and GB Domestic. As the Site Manager you will be responsible for impact assessing and recommending mitigating actions to incorporate; Billing Code, Competition Market Authority and Regulatory Requests for Information and Remedies. A further responsibility is the operational implementation of controlled, ICP, Collections and Transformational Indicatives across the PayGo operation. You will also be expected to ensure that Smart PayGo is implemented into the operations with minimal impact to both staff and customers.
As a senior leader within the Credit and Collections business area you will be responsible delivering exceptional service, in ensuring the management of regulatory risks are managed, liaise and influence external partners, regulators and industry forums on PayGo related subjects. You will be responsible for exceeding a range of key performance measurements, whilst improving efficiency through effective analysis and implementation of strategic improvements. You will maximise staff engagement, ensure customers remain the focus of all activity and continue to be treated fairly, adhering to all legal and regulatory requirements.
To be successful in this position, you will have extensive leadership experience of analysing, managing and improving the performance of a business unit. You must have a proven track record in forecasting and managing budgets effectively. You should have a good understanding of methodology for change. Knowledge and experience of the practical application of SSE's people policies and procedures is ideal but not essential. An understanding of employment legislation is essential. You should have an awareness of a variety of management and leadership styles and how best to apply them. You will possess good organisational awareness, operating with confidence and credibility across all functions of the organisation and you will have the ability to work on multiple activities within tight time scales. Qualified to at least Degree standard is preferable and change management experience is a requirement for this role. Excellent numeracy and literacy skills to support communication both internally and externally will be imperative to the success of this role.
An aptitude to coach and develop a team is essential as is identifying and selecting the correct potential business development opportunities that will maximise growth. You must have experience in building strong relationships, influencing and negotiating and being able to challenge the business where appropriate. You will report key activities to the Head of Credit and Collections, including risks, issues, mitigations and decisions.
What's in it for me?
It's not just about being good at what you do - it's about enjoying what you do too. We'll encourage and empower you to be the best you can be, and do work you can be proud of. In return for being your best for our customers and colleagues alike, you'll also enjoy a variety of benefits and development opportunities. On top of a competitive salary, you'll enjoy generous holiday entitlement, a Group Pension Plan, share options and discounts on energy bills, phone and broadband
Closing date for applications is 7th May 2017
This vacancy is open to internal and external candidates. As a courtesy, please notify your line manager prior to submitting your application. The successful candidate will be subject to company vetting and verification process which will include a basic criminal record check.