Field Customer Support Team Manager - Reading/Oxford

Salary – £35,894 - £48,761 + car & bonus

Do you have experience in debt recovery? Are you passionate about delivering results through people? If so, we want to hear from you!

Here's what you'll be doing

Here at E.ON we’re passionate about helping our customers take control of their energy and we’re always looking for new and improved ways of doing things. Right now, we’re looking for a Team Manager to join our growing Field Debt team. Here you’ll be responsible for leading, motivating and performance managing a team of up to 12 Field Agents. You’ll lead your team to re-engage with both residential and B2B customers in arrears, putting appropriate payment solutions in place to help customers become debt free as quickly, but sustainably, as possible. You’ll also be responsible for supporting the onboarding of new starters, ensuring they are equipped to service our customers and support them in account arrears. 

Your team will also investigate suspected energy theft, collecting evidence and rectifying any confirmed cases. Your primary focus will be on optimising the safety of our customers and colleagues whilst driving exceptional performance through innovation, transformation and efficiency.

Key responsibilities include

• Lead, manage and motivate your team to ensure objectives are achieved and the performance of individuals within the team are maximised.
• Be the principal owner of all communication from, into and within the team.
• Support team members and maximise capability through one-to-one coaching via site visits and reviews.
• Set individual performance and development plans, identify training needs and develop action plans to meet agreed objectives and monitor performance.
• Encourage responsibility and ownership to achieve first time resolution and excellent customer service.
• Establish and maintain close operational working relationships with stakeholders within the department and beyond.
• Encourage a culture of continuous improvement using Operational Excellence methodologies and tools.
• Ensure a robust process for the management and control of expenses and overtime is adhered to.
• Manage and maintain a robust process for the provision of PPE, tools and equipment.
• Understand and put in to practice all E.ON policies and procedures, including the attendance management, disciplinary, capability, safety and driving procedures.

• A passion for debt recovery and delivery of results through people.
• Proven experience of directly managing a team, coordinating their activities and driving performance.
• Open to change and can lead a team through ongoing transformational change.
• Excellent organisational skills and the ability to work under pressure.
• Flexible and willing to travel on a national basis to locations required for the role with occasional overnight stays.
• A full UK driving license (with a maximum of six points).

It would be great if you had

• Knowledge of the Metering Business and MOCOPA/MAMCOP requirements.
• A strong understanding of the regulations, policies and processes which relate to the role.
• Previous experience of managing a remote team.
• Experience of working in a credit management environment.
• A good understanding of the utility servicing business, systems, processes and policies.

Here’s what you need to know

• The salary for this role is £35,894 - £48,761 + company car.
• This role is home based with travel within the area. Further travel may be required on occasion.
• You must live within 45 minutes of the location.
• This is a permanent role.
• Our market-leading benefits package includes 26 days holiday + bank holidays, a company car, a generous pension scheme, life cover, bonus and the chance to choose from 20 flexible benefits with tax and/or NI savings. In fact, our benefits package recently won the Personnel Today Reward, Recognition and Benefits Award 2022!
• As the only energy company to feature in The Inclusive Top 50 UK Employers (our 2022/23 ranking is 15th) we’ve proven that we’re committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.
• As a Disability Confident Employer, we interview every disabled applicant who meet the minimum criteria for the role.
• We’ve exciting opportunities for everyone to develop their talent at E.ON. Our open access, inclusive talent networks provide networking, learning and development for all, building your skills, qualifications, and capabilities throughout your career.