Vacancy posted: Thursday, 9 Aug 2012
Collections Agency Manager
Livingston, West Lothian
Sky is a valued part of everyday life in over 10.5 million homes. We entertain, excite and inspire our customers with a great choice of high-quality content. We strive to be the best for our customers and our people, and to make a positive contribution to life in the UK and Ireland. We're always looking for ways to improve. That spirit has made us what we are today, and it will drive us to become what we want to be tomorrow - and we need you to help drive our exciting future in this role.
We have a fantastic opportunity for a Collections Agency Manager to join our Service Quality & Billing Collections team. This role will require you to lead a team who manage domestic customer's debt through external collection agencies. You will ensure that all agency interface reconciliations are complete and manage the associated administration and reporting. You will also be responsible for managing the customer telephony spend management processes.
The key responsibilities will include:
-Maximising collection agency performance to deliver increased financial returns for the business, handled as per agreed Sky standards
-Ensuring telephony spend management policy is being followed to ensure high risk customers are managed appropriately minimising debt
-Managing agency and external suppliers effectively to ensure that business procedures, legal requirements and controls are developed, maintained and reviewed on a regular basis
-Making sure that invoices from agencies are reconciled, signed off and paid in line with agreed service level agreements
-Managing escalated and unresolved disputes and issues
-Building, managing and developing relationships with internal and external customers
-Providing management reporting on Agency performance, producing and issuing tables on their performance.
-Introducing new processes and internal controls as required both to maximise team efficiency and to support new Collection Agency initiatives and contracts.
The successful candidate will have:
-Previous Billing and Collections experience is advantageous
-Proven problem solving and analytical skills, with the ability to share consultative solutions
-Excellent communication and interpersonal skills with the ability to build and maintain strong working relationships at all levels
-The ability to lead by example by delivering great standards of service for customers and excellent business results
-Strong leadership skills, able to encourage innovation, creativity, transfer of knowledge and challenge to drive business performance improvements.
-Good organisational skills, balancing demands and working to tight deadlines
-Knowledge of and appreciation of CRM and Finance Platforms
-Robust working knowledge of MS Office, especially MS Excel
-Self motivated and pro-active attitude, with good influencing skills
As a valued employee of Sky you will benefit from Free Sky + worth around £600 per annum on top of your yearly salary. You will also have access to our Pension, Private Health Care and Share Save Schemes with access to a range of discounts including dental, holidays, mobile phones to magazines and DVDs.
Working hours: Monday to Friday 08:30 - 17:00, 37.5 hours per week.
You will be based in Watermark House, Livingston, West Lothian, Scotland.
What next? To apply for this post or for information on our other opportunities, click onto the 'apply' button & state your current salary and expectations.
Short-listing of applications will commence on Monday 20 August at 09:00. Due to business requirements this date can be subject to change.
Believe in better.
It's our people that make Sky the UK's leading entertainment company. That's why we work hard to be an inclusive employer, so everyone at Sky can be their best.
Job Reference: 09783
Closing Date: 23-Aug-2012