Credit Risk Manager, Utility Warehouse
+ Annual discretionary performance based, annual bonus scheme
2+ days a week in office (Colindale, London)
Multiservice utilities provider
Job no longer available
Multiservice utilities provider
1001+ employees
Job no longer available
+ Annual discretionary performance based, annual bonus scheme
2+ days a week in office (Colindale, London)
1001+ employees
Company mission
To be the nation’s most trusted utility supplier by simplifying home services, helping customers to stop wasting time and money.
Role
Who you are
- Extensive experience managing high-volume consumer or business debt portfolios
- Regulatory Compliance: Knowledge of FCA or relevant industry (Ofcom and Ofgem) codes regarding the fair treatment of customers in financial difficulty
- Collections Expertise: Deep understanding of the "Collections Lifecycle" and best practices for debt recovery
- Communication & Influence: Ability to translate complex data into actionable insights and strategic narratives for ExCo-level stakeholders
- Strategic Thinking: Ability to design preventative measures that do not negatively impact sales growth
- Analytical Proficiency: Experience using data to segment customers by risk level for tailored collection treatments
- We’re looking for a proactive problem solver, and implementer of strategy, who can balance empathy with firmness—supporting customers through difficulties while ensuring effective debt recovery
- You’ll be a collaborative "achiever,". Inclusivity is at the heart of what we do, so you’ll ensure our practices remain fair for vulnerable customers while staying ahead of market shifts to mitigate default risks before they arise
- Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do
What the job involves
- The Credit Risk Manager is responsible for determining the ideal balance between our debt risk and our growth opportunity; implementing robust collection strategies to mitigate losses from missed payments, and embedding a rigorous data-driven debt prevention with empathetic, effective recovery strategy to position UW as a top-performing multi-service provider
- Reporting to the Head of Energy Operations and working closely with our Billing and Customer Service teams you will implement collection strategy, resolving payment barriers and drive continuous improvement
- This is not a day to day operations role with a team to manage, but an independent contributor implementing processes and continuous improvement
- Debt Prevention: Preparing and presenting clear, concise advice, actionable insight and analysis for senior management, supporting informed decision making on debt prevention and reduction of debt
- Create the appropriate credit risk policies, products and contracts – Collaborate with Product & Technology, Commercial, Finance and Operations to advise on best-practice approaches that complies with regulation and includes decisioning frameworks that meets defined appetite for risk
- Collections Strategy: Design and optimise multi-channel collection workflows (digital, voice, doorstep) to improve recovery rates on overdue invoices or failed payment plans for live and lapsed debt across residential and SME segments. Quantifying debt-risk exposures within the organisation, taking into consideration stakeholder impact
- Early Intervention: Develop and refine "Early Warning Systems" to identify customers at different levels of risk of delinquency before payments are missed. Build and implement effective debt-risk management controls for the gaps & weaknesses identified
- Enhance decisioning across the customer lifecycle: Provide regular input into an automated decisioning solution that provides a blend of data, advanced analytics, decisioning and strategies needed to increase profitability, reduce bad debt charges, grow customer lifetime value and optimise collections
- Performance Analysis: Track and report on "Cure Rates" and "Roll Rates" to measure the effectiveness of specific collection interventions
- Reform how debt is managed: Engage with Product & Technology to ensure customers in, or at risk of debt or arrears receive digitally enabled proactive, tailored, and consistent customer service that meets their needs and helps them pay their debt or arrears as quickly as possible
Application process
- Nicola Dorrington will be your point of contact throughout the recruitment process
Salary benchmarks
Our take
Budgeting for a household is no easy task, especially when you've got to keep track of various bills from different providers. That's why Utility Warehouse provides customers with all their home services – including energy, broadband, mobile and insurance – in one simple, monthly bill.
The company says that this all-in-one approach ‘makes budgeting so much easier’ for customers, which is backed up by a strong customer services record. Though it does not advertise heavily, its partners are given incentives to sign up new customers, which has contributed to its impressive growth thus far.
Boasting over 1 million customers across the services they sell, Utility Warehouse is one of the largest energy providers outside the 'Big 6'. Its unique approach, and established footing in the market, should ensure it continues to compete with other challengers as the utilities sector further evolves.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Opportunities to learn
"My manager is always looking to create more opportunities for me to have my voice heard and be stretched into areas I've not necessarily worked in..."
Company benefits
- An industry benchmarked salary. We’ll share it during your first conversation
- Annual discretionary performance based, annual bonus scheme
- Hybrid working, with 2 days in the office. (We’re definitely open to discussing flexible working arrangements)
- Holiday trading- buy & sell up to 5 days holiday each year
- Discount on our services and you get our coveted Cashback Card for free. You’ll also get access to 100s of rewards and discounts through Perkbox
- A matched contribution pension scheme and life assurance up to 4x your salary. You can also access free mortgage advice and a financial wellbeing tool
- Save as You Earn scheme
- Family-friendly policies, designed to help you and your family thrive
- Flexible benefit choices such as Private health insurance, a free Virtual GP, Gym discounts and wellbeing apps
- Electric Car salary sacrifice scheme through Tusker
- Belonging groups that help UW shape an even more inclusive future
- A commitment to helping you develop your career journey through learning, coaching and new experiences
Company values
- We’re people helping people: Because it keeps us real
- We’re open, empathetic, and foster belonging
- We get it done together: Because it helps us get things done
- We keep things simple, take ownership, and win together
- We’re all about results: Because we're ambitious
- We’re impact-focused, daring, and spirited
Company HQ
Farringdon, London, UK
Leadership
Stuart Burnett
(CEO)Stuart began his career as a corporate lawyer before working in several notable insurance firms. He joined UW in 2016 and has held several leadership roles, becoming CEO in 2021.
People progressing
Kerry
Joined as an Electricity Operations Analyst. Promoted 6 times and is now Head of Energy Operations.
Diversity, Equity & Inclusion at Utility Warehouse
Stuart Burnett (Co-CEO)
- We’re a unique bunch of people here at UW – and that’s just how we like it. We embrace different perspectives, experiences, and personalities, creating an inclusive environment where people feel they can belong
- We write job description requirements as minimally as possible to encourage candidates who may exclude themselves to apply, and the Recruitment team work with our hiring managers to minimise bias in the hiring process
- We have a number of active Employee-led Inclusion groups - Menopause Support Pride, Women in Leadership Carers Support
- We openly publish our D&I results internally and externally as well as our targets for improvement.
- We put on unconscious bias workshops and training for all team members
- We provide mental health support and other wellness initiatives to support all our team members
- We are a member of the Women in Utilities network and actively support opportunities for mentoring through the group
- We provide inclusive leadership learning to all people leaders at UW
- We have committed to the Race at Work Charter
- We have an active, zero-tolerance, Harassment and Bullying policy
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