We are seeking an experienced Creditor Liaison Team Leaderto join us and develop the creditor relations function within a growing insolvency practice.
This role will be responsible for managing creditor communications, overseeing a team of Creditor Liaison Officers, driving service standards, and maintaining key relationships with major institutional creditors.
The successful candidate will act as a senior point of contact for creditor stakeholders, ensuring efficient case progression, regulatory compliance, and exceptional service delivery across corporate and personal insolvency appointments.
Key Responsibilities
- Lead, coach, and develop a team of Creditor Liaison Officers.
- Conduct regular performance reviews, training, and mentoring.
- Manage team workloads and resource allocation.
- Establish and monitor KPIs and service level standards.
- Drive continuous improvement initiatives within the department.
Creditor Relationship Management
- Develop and maintain relationships with major lenders, financial institutions, debt purchasers, utility providers, HMRC, and trade creditors.
- Act as an escalation point for complex creditor enquiries and complaints.
- Represent the business in discussions with key creditor stakeholders.
- Identify opportunities to strengthen creditor engagement and improve outcomes.
Operational Oversight
- Oversee the processing of creditor claims, voting procedures, and correspondence.
- Ensure accurate and timely communication throughout the insolvency lifecycle.
- Monitor case progression and identify any delays or operational risks.
- Work closely with Insolvency Practitioners and case management teams.
Compliance & Governance
- Ensure compliance with insolvency legislation, SIPs, GDPR, and internal procedures.
- Support internal audits and regulatory reviews.
- Develop and maintain departmental policies and processes.
- Ensure all creditor communications meet regulatory requirements and professional standards.
Reporting & Analysis
- Produce regular management information and performance reports.
- Analyse creditor engagement trends and service metrics.
- Monitor departmental productivity and identify improvement opportunities.
- Report on creditor feedback and service delivery outcomes.
Person Specification
- Proven experience within insolvency, debt solutions, financial services, collections, recoveries, or creditor services.
- Previous team leadership or management experience.
- Strong understanding of stakeholder management and customer service excellence.
- Experience handling complex creditor relationships and escalated enquiries.
- Excellent communication and negotiation skills.
- Experience within an insolvency practice.
- Familiarity with insolvency software such as IPS, Turnkey, or Vision Blue.
- Understanding of creditor voting procedures and claims management.
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