Experience

Ashcourt Group

• United Kingdom
• Construction
• 1 - 100 Employee

• Ashcourt Group

  • Aug 2021 - Present



npower Business Solutions

• United Kingdom
• Utilities
• 300 - 400 Employee

• Debt Management Team Manager

  • Jun 2013 - Aug 2021

  * Managed a direct team of 14 Senior advisors.* Owned circa £12m each month of high value and vulnerable debt exceeding cash collection targets each month.* Delivered regular balanced scorecards to each advisor every month & performed quality audits to ensure advisors are adhering to set principles, and to continuously improve service, agreeing action plans for improvement when needed.* Attended Manager meetings, introducing new ideas and addressed issues and training needs to the team.* Held weekly top debtor review meetings with Senior Managers, discussing progress with accounts and agreeing actions to take them forward through to resolution.* Allocated workloads to the team using a Work Manager tool, prioritising work to available resource to ensure backlogs remain low and performance targets met.* Provided support to other teams within the department, sharing resource to other activities as part of work-blending.* Updated visual management and team boards with performance information, communicating results to both the team and Senior Management.* Tracked completion of workloads in real-time to ensure they’re completed in a timely way, addressing any issues or anomalies that may occur.* Reviewed and updated the skills matrix, highlighting areas for improvement to increase competency for the team.* Handled and chaired people issues such as sickness, return to work interviews and capability meetings, ensuring they’re completed in line with company policy and remain confidential.* Carried out quarterly health and safety inspections completed to ensure safe working environment.* Actively involved in developing and managing departmental incentives, hosting weekly challenges and events whilst promoting the incentive to increase morale. * Completed successful recruitment drives, reviewed and marked CV’s, interviewed candidates with selected critical behaviour and competency based questions and selected high performing advisors.

• Senior Advisor - Debt Management

  • Sep 2010 - May 2013

  * Portfolio managed a collection of debtor customers, ensuring appropriate debt collection techniques are applied to meet required cash collection targets.* Prioritised own workloads to ensure portfolio is touched at least once per week.* Adhered to business procedures and credit control policies, including data protection.* Provided coaching support to new starters and to ensure they improve effectiveness and meet required business targets.* Assisted Team Manager in times of absence, handling escalated issues and providing support with quality auditing and gathering balanced scorecard data.* Covered other team member’s workloads in periods of absence and remained flexible to support the business.

• Advisor - Inbound Collections

  • Jun 2009 - Aug 2010

  * Answered inbound customer and agent calls, resolving queries at first point of contact.* Ensured calls were answered quickly and efficiently to meet required business service levels.



Welcome Finance

• Hull, England, United Kingdom

• Sales Advisor

  • Aug 2003 - May 2009

  * Inbound call handling, selling products such as payment protection, life insurance and personal loans. * Inbound call handling, selling products such as payment protection, life insurance and personal loans.