85. Outbound Debt

Construct business plan to deliver maximum value from business unit and create a centre of excellence for cash collection/debt management, ensuring plan is aligned to customer and business needs. Work closely with Credit Risk and Finance teams to most effectively deploy strategies to minimise the financial impacts of debt to the business. Display effective leadership that inspires agents, Team Managers and peers.

Create a high performance culture where success is valued and rewarded, ideas are generated and shared and personal development is valued. Lead the focus on continuous improvement of skills and behaviours through coaching, to maximise organisational performance and potential. Constantly gather feedback to clearly understand internal and external customer expectations and update/fix internal processes and procedures to ensure business actions are aligned to customer needs.

Project-manage the delivery of change and identify and monitor appropriate customer and business measures to validate the success of projects. Engage key business functions to deliver necessary improvements against change plan. Ensure maximum value is derived from customer base by establishing world-class customer service with a focus on cash collection. Develop and maintain co-operative and high-performing working relationships with other teams across the business.

Constantly seek to improve own performance and maximise own potential through reflection and development planning. Actively pursue opportunities for feedback and personal development; including identifying and working with a mentor. A recent transformation of British Gas is resulting in a marked increase in customer satisfaction - our latest fixed price contract has been the fastest selling fixed price campaign ever. In addition, British Gas, via its 'Green Streets' experiment and 'Green Schools' campaign, aims to be the leading supplier of green energy to UK domestic customers.