Credit Risk Manager in London

Company Description

Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings! We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you. Got your attention? Read on…

Overview: 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. We put people first. It’s all about you.

To be successful in this role, you’ll need:

• 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.

This is a hybrid role working from one of our London hubs 2 days per week.

Your team and the people you will work with… 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, more process implementation and continuous improvement.

What you’ll do and how you will make an impact.

What you’ll do:

• 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: 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.

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.

So why pick UW? We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of 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.

Apply here! You’ve got this far… Hit apply - we can’t wait to hear from you! Worried you don’t hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!

Nicola Dorrington will be your point of contact throughout the recruitment process.

Additional Information: 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. We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.