About the Client

Our client is a well-established organisation operating within the utilities sector, with a strong focus on delivering positive customer outcomes and maintaining high standards across billing, collections and customer operations.

This is an opportunity to join a collaborative and growing team where you will have genuine influence over collections performance, team capability and continuous improvement.

About the Role

Reporting to the Billing and Collections Manager, the Collections Team Leader will lead the day-to-day collections function and a team of Collections Agents.

You will be responsible for driving effective debt recovery outcomes while ensuring a strong focus on customer experience, compliance and regulatory obligations. This is a hands-on leadership role where you will oversee portfolio performance, manage escalated matters and support the team to achieve collection targets.

You will also play an important role in identifying opportunities to improve processes, systems and customer engagement strategies, working closely with Billing, Customer Experience, Finance, Compliance, Technology and Key Account teams.

Benefits

• Flexible working arrangements and a strong work-life balance;

• Career development and progression opportunities;

• Ongoing training and professional development;

• Health, wellbeing and lifestyle benefits;

• Supportive and collaborative team culture; and

• Opportunity to make a genuine impact within a growing organisation.

Your Responsibilities

• Lead, coach and develop a team of Collections Agents to achieve performance and service targets;

• Oversee day-to-day collections activity, workload allocation and portfolio performance;

• Manage complex customer matters, complaints, disputes and escalated debt recovery cases;

• Ensure collections activity meets regulatory, compliance, hardship and company requirements;

• Monitor KPIs and reporting to identify trends, risks and opportunities for improvement; and

• Drive process improvements and work collaboratively with Billing, Finance, Customer Experience and Compliance teams.

What We're Looking For

• 3 - 5 years' experience in collections, credit, debt recovery or customer operations;

• Previous experience leading and developing a team in a collections or customer-focused environment;

• Strong understanding of debt recovery, hardship and customer vulnerability requirements;

• Experience managing escalated customer matters, complaints and dispute resolution;

• Strong communication, negotiation, analytical and stakeholder management skills; and

• Experience within a regulated industry such as utilities, energy, water, telecommunications or financial services will be highly regarded.

How to Apply

For more information or a confidential discussion please click to reveal the contact details for Michaela Forward at u&u michaela.forward@uandu.com or via phone 07 3232 9172 quoting reference number 46174.

At u&u Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.

Should you require reasonable adjustments throughout the recruitment process (including alternate formats to apply), or have a preferred method of communication, we encourage you to make a request via adjustments@uandu.com or contact u&u on 07 3232 9100 to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.

Additionally, for a barrier-free and inclusive online experience, you can access u&u’s opportunities using accessibility software Recite Me at https://www.uandu.com/jobs.

Please submit your resume in Word format only.