At a Glance
- Tasks: Lead and manage relationships with Debt Collection Agencies to optimise collections outcomes.
- Company: Join a forward-thinking finance team at Leep Utilities in Manchester.
- Benefits: Enjoy 25 days holiday, a bonus, and health cash plan.
- Other info: Collaborative culture with opportunities for professional development and growth.
- Why this job: Make a real impact on debt recovery while ensuring customer dignity and ethical practices.
- Qualifications: 5+ years managing DCAs in a regulated environment with strong analytical skills.
The predicted salary is between 50000 - 60000 £ per year.
Department: Finance
Reports to: Head of Debt
Location: Manchester / Hybrid
The Opportunity
We’re looking for an experienced professional to lead the end‑to‑end management and performance of our third‑party Debt Collection Agencies (DCAs). In this role, you’ll play a critical part in ensuring strong governance, robust regulatory compliance, and consistent delivery of optimal collections outcomes. You’ll combine strategic oversight of agency relationships with advanced, data‑led portfolio management - using customer segmentation and performance reporting to drive results. Working closely with a wide range of internal stakeholders, you’ll help shape and continuously improve our upstream debt recovery approach. This includes contributing to journey design and process redesign, ensuring our collections activity is effective, fair and customer‑focused. Throughout everything you do, you’ll protect customer dignity, safeguard data security, and uphold the organisation’s reputation - balancing commercial performance with responsible and ethical collection practices.
Key Responsibilities
- Lead the onboarding and offboarding processes for Debt Collection Agencies (DCAs), including managing contract negotiations, agreeing commercial outcomes, managing due diligence and creating and delivering operational readiness plans.
- Review upstream process improvements to support scalable, efficient growth to prevent debt reaching the DCA stage and create readiness plans to redesign and implement new customer journeys to prevent delinquent debt.
- Manage relationships with a panel of approved DCAs, ensuring full contractual compliance, set up of clear KPI’s and delivery of agreed performance levels.
- Segment debt portfolios and leverage data insights and customer profiles to tailor DCA appointment and design strategies, ensuring each customer follows the most appropriate treatment pathway to resolve their debt.
- Monitor and analyse agency performance metrics, such as recovery rates, cost-to-collect, customer complaints, and queries, to drive continuous improvement.
- Conduct regular reviews, audits, and set up scorecard assessments of agency effectiveness, including Monthly Business Reviews (MBR) and Quality Assurance (QA) of calls and queries.
- Ensure accurate and transparent allocation and reconciliation of debt assigned to DCAs, supported by setting up and running multi-layered reconciliations.
- Collaborate with internal teams, such as Legal, Regulation, and Customer Service, to ensure agencies operate in line with regulatory and ethical standards.
- Explore, develop, and implement strategies to improve collections outcomes, maintaining customer dignity and protecting the brand’s reputation.
- Identify and mitigate risks related to DCA conduct, data management, or regulatory breaches, ensuring robust governance and timely remediation.
- Support the integration of digital tools and automation to enhance oversight and performance monitoring of DCAs.
- Review and approve third‑party invoices related to agency activities.
- Resolve escalated issues between DCAs and internal stakeholders effectively and efficiently ensuring robust performance management strategies are in place and deployed.
- Stay abreast of industry trends, regulatory developments, and best practices in debt recovery and utilise this to continuously revise existing processes to maximize debt collection.
- Prepare comprehensive reports and insights for senior leadership, detailing agency performance and overall portfolio health.
- Drive an increase in the percentage of total assigned debt successfully recovered by DCAs and work to reduce the time taken for recovery.
- Ensure accurate comparative reporting of each agency’s net recovery performance.
- Maintain a consistent percentage of agencies meeting service level agreements (SLAs).
- Improve portfolio coverage by ensuring eligible debt is placed with the most effective agency.
About You
- At least 5 years’ experience managing third‑party Debt Collection Agencies within a regulated environment.
- Proven experience of designing a DCA strategy from scratch and deploying to achieve clear measurable debt improvements.
- Experience of creating and designing escalated debt pathways from set up to execution including legal and either working with or for a debt purchaser.
- Strong commercial and analytical mindset, with the ability to interpret data and drive improved evidenced recovery outcomes.
- Experience in working in an FCA regulated environment.
- Ability to deputise for the ‘Head of Debt’ where required.
- Confident managing agency relationships, performance, audits, and escalated issues and setting KPI’s that demonstrate measurable improvements.
- Solid understanding of regulatory, legal, data, and ethical standards in debt recovery.
- Highly organised and detail‑focused, with experience managing large debt portfolios and reconciliations.
- Comfortable producing clear, insightful reporting for senior stakeholders.
- Collaborative approach, working effectively with Legal, Regulatory, Finance, and Customer Service teams.
- Proactive, improvement‑focused, and keen to leverage data, segmentation, and digital tools.
- Committed to fair customer treatment, data security, and protecting the organisation’s reputation.
Your Development and Benefits
At Leep, we believe in stable growth and putting our people first. Our 5-year strategic growth plan gives us stability today and prepares us for the future, while nurturing a strong collaborative and supportive culture. Our benefits include:
- Salary which aligns to your experience and skillset
- 25 days paid holiday + bank holidays
- An additional day off to celebrate your birthday
- Annual discretionary bonus
- Company pension plan
- Health Cash plan through Westfield Health
- Option to purchase additional holiday days through our Holiday Buying Scheme
- Engagement committee with events throughout the year, including Christmas Party, Summer Party and individual team socials
- Paid professional memberships relevant to your role and access to professional development opportunities
Our Values
At the forefront of everything we do: Safety, Customer Promise, Accountability, Reliability, Respect, Flexibility.
Equal Opportunities
Leep Utilities is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment. We do not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. If you require any appropriate accommodations during the application or interview process, please let us know.
Debt Collection Agency Relationship Manager in Salford employer: Leep Utilities
At Leep Utilities, we pride ourselves on being an excellent employer, offering a supportive and collaborative work culture that prioritises employee growth and well-being. Located in Manchester, our hybrid working model allows for flexibility while providing competitive benefits such as 25 days of paid holiday, a health cash plan, and opportunities for professional development. Join us to be part of a team that values safety, accountability, and respect, ensuring a meaningful and rewarding career in debt recovery management.
StudySmarter Expert Advice🤫
We think this is how you could land Debt Collection Agency Relationship Manager in Salford
✨Tip Number 1
Network like a pro! Reach out to your connections in the finance and debt recovery sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have a lead on that perfect role!
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to debt collection and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how your background in managing DCAs can drive results. Use specific examples from your past roles to showcase your skills in governance, compliance, and performance management.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Debt Collection Agency Relationship Manager in Salford
Some tips for your application 🫡
Read the Job Description Thoroughly:Before you dive into your application, make sure to read the entire job description. It’s packed with info about what we’re looking for and can help you tailor your application to show us you’re the right fit.
Show Off Your Experience:We want to see your experience managing Debt Collection Agencies shine through. Use specific examples in your application to demonstrate how you've tackled similar challenges and achieved results in the past.
Be Data-Driven:Since this role involves a lot of data analysis, don’t shy away from showcasing your analytical skills. Mention any tools or methods you’ve used to drive improvements in debt recovery outcomes – we love a good data story!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Leep Utilities
✨Know Your DCAs Inside Out
Before the interview, do your homework on the Debt Collection Agencies (DCAs) you’ll be managing. Understand their strengths, weaknesses, and performance metrics. This will not only show your preparedness but also help you discuss how you can improve their performance and align them with the company’s goals.
✨Showcase Your Analytical Skills
Be ready to discuss specific examples of how you've used data to drive improvements in debt recovery. Prepare to talk about your experience with customer segmentation and performance reporting, as these are key aspects of the role. Highlight any tools or methodologies you've used to analyse agency performance.
✨Demonstrate Your Collaborative Spirit
This role requires working closely with various internal teams. Be prepared to share examples of how you've successfully collaborated with legal, regulatory, and customer service teams in the past. Emphasise your ability to build strong relationships and resolve conflicts effectively.
✨Emphasise Ethical Practices
Given the importance of maintaining customer dignity and ethical standards in debt recovery, be ready to discuss how you’ve ensured compliance and ethical practices in your previous roles. Share your thoughts on balancing commercial performance with responsible collection practices, as this aligns with the company's values.
