Consumer Collections Manager

The Consumer Collections Manager oversees credit and collections operations, ensuring timely revenue recovery while maintaining compliance with all regulatory requirements. This role manages credit policies, customer payment programs, delinquency reduction strategies, and staff performance to support regulatory requirements, organisational financial stability and excellent customer service.

Key Responsibilities

Credit & Collections Management

• Develop, implement, and maintain credit policies, procedures, and risk assessment models for residential, commercial, and industrial customers.


• Monitor delinquent accounts and oversee collection strategies, including payment arrangements, disconnections/reconnections, and escalated collections.


• Review and approve credit limits, deposit requirements, and write-off recommendations.


• Analyse ageing reports and collection metrics, identifying trends and opportunities for improvement.

Regulatory Compliance

• Ensure credit and collection activities comply with Ofgem regulations, Heat Trust, public utility commission (PUC) mandates, consumer protection laws, and internal organisational policies.


• Maintain accurate documentation for audits, regulatory filings, and compliance reviews.

Customer Support & Financial Assistance Programs

• Oversee administration of customer assistance and payment programs, including low-income assistance, payment extensions, budget billing, and government-funded aid.


• Work closely with external clients and internal stakeholders & teams to ensure customers are aware of available resources.

Staff Leadership & Development

• Lead, train, and develop credit and collections staff, ensuring high levels of accuracy, customer service, and adherence to policies.


• Conduct performance evaluations and maintain staffing schedules to meet individual, team & organisational goals.


• Foster a customer-focused, teamwork-driven environment.

Reporting & Analysis

• Prepare regular KPI reports on credit performance, collection efficiency, write-offs, bad debt, and customer payment performance.


• Recommend process improvements, technology enhancements, and strategies to reduce arrears and improve cash flow.

Qualifications

Education & Experience

• Bachelor’s degree in Finance, Business Administration, Accounting, or related field (or equivalent experience). CICM qualification.


• 5+ years of credit, collections, or revenue cycle experience; regulatory/utility industry required. 


• Regulatory & System implementation experience


• 2+ years in a management role.

Skills & Competencies

• Strong knowledge of credit risk assessment and collection best practices.


• Familiarity with utility billing systems and customer information systems (CIS).


• Excellent analytical, problem-solving, and decision-making skills.


• Strong communication and customer relations skills.


• Ability to interpret and comply with Ofgem/Utility regulations and consumer protection laws.


• Proficiency with spreadsheets, reporting tools, and CRM/CIS software.

Summary

This role is essential in protecting the financial health of our Esco & Debt Recovery functions while supporting customers through fair, transparent, and compliant credit and collection practices. The Consumer Collections Manager provides leadership in maintaining revenue integrity, regulatory compliance, and positive customer experiences.