Debt Recovery Team Leader

Lead and manage operational services within the Debt Recovery team for Cambridgeshire County Council ensuring best practice in customer care and compliance with policies and regulations.

Provide effective employee management, taking responsibility for ensuring appropriate processes are in place for recruiting, developing, appraising and rewarding team members.

Responsible for implementing approved efficient, accurate and timely end-to-end debt recovery processes including the appropriate use of technologies to streamline, converge and automate the process for both customers and Cambridgeshire County Council.

Contribute to the development of strategic plans and service objectives and be responsible for leading, managing the work and driving the change required to achieve them, including the development of key performance indicators and methods for measuring performance against them.

Provide high quality management information and business intelligence to support the operational service and customer requirements.

Work closely with business partners, customers and their representative groups, keeping them informed of the direction of travel for the Debt Recovery team and take on board issues which crossover Cambridgeshire County Council and the retained organisation.

Responsible for responding to and resolving complex service requests. Provide specialised advice as appropriate to the teams work.

Embed a culture of customer service excellence within operational teams through the design of customer focussed processes, the Our Conversation process and own behaviours.

Lead, and work collaboratively with other service areas, on projects and programmes that support developments/improvements for the Finance Operations Service in a professional and positive way. To liaise with managers and senior managers as appropriate to secure the necessary support to implement said projects or programmes.

Demonstrate awareness / understanding of equal opportunities and other people’s behaviour, physical, social and welfare needs.

Ensure that reasonable care is taken at all times for the health, safety and welfare of yourself and other persons, and to comply with the policies and procedures relating to health and safety within the business.

Carry out any other duties which fall within the broad spirit, scope and purpose of   this job description and which are commensurate with the grade of the post.

Qualifications Required

Subject

Essential/

Desirable

Educated to a minimum of A level standard or significant experience gained in a similar or related service with demonstrable problem solving, analytical and management skills

E

Post education qualification e.g. Diploma in Management

D

Member of a professional body

CICM (Chartered Institute of Credit Management)

D

Accountancy qualification

CiPFA, CIMA

D

Identify

Describe

Essential/

Desirable

Knowledge

ERP Systems (Oracle/Agresso preferred)

In depth knowledge and understanding and how to maximise the credit management capabilities

E

In depth knowledge and understanding of legislation that impacts on credit control activity

Implication on local government organisations

E

Knowledge of best practice credit control processes and methods to maximise both resource utilisation and debt reduction

D

Knowledge / experience of handling and managing complaints and complex queries

D

Skills

Business requirements

The ability to analyse business requirements and translate them into solutions / recommendations

E

Communication skills

Excellent written and verbal communication skills

E

IT

Strong IT user skills on all Microsoft Office applications and financial systems

E

Planning & Prioritising

The ability to plan and prioritise to meet many and varied deadlines, including statutory deadlines

E

Working Relationships

The ability to build successful working relationships

E

Ability to understand and interpret national legislation and guidance and formulate local policies and procedures that ensure compliance with national requirements

E

Creativity and initiative in problem solving

E

Strong analytical skills and an attention to detail

The job holder will require the ability to collate, produce and present

information using statistical data analysis to inform evidence based decisions

E

Stakeholder Management

The ability to work with and influence stakeholders across multiple organisations to deliver results; a proven record of effective stakeholder engagement

D

Experience

Give an idea of the type and level of experience required do not specify years of experience. 

Demonstrable experience of credit control management and delivery within the public, private or voluntary sector including experience of working at a management level

E

Management experience within local or central government or the private and voluntary sectors, demonstrating achievement at an organisational-wide level

E

Demonstrable experience of managing conflict through negotiation and diplomacy

E

Excellent influencing skills that promote open and constructive working relationships with colleagues, subordinates and managers

E

Proven experience of planning and prioritising work within changing environments and dealing with conflicting priorities and pressure

E

Significant experience of leading, motivating and developing staff in particular through periods of change

E

Demonstrable commitment to equality and diversity issues in both service provision and employment practices

E

Experience of using innovation to solve organisational issues

D

Risk aware; able to collate information, analyse the options and take appropriate decisions

D

Successful track record of leading transformational change and developing high performing teams

D