Job Description

The Role
The purpose of the Debt Collections Agency Manager is to oversee and optimise the performance of the Company's panel of third-party debt collection agencies (DCAs). This role is critical in ensuring that external partners operate in alignment with business objectives, regulatory standards, and customer experience expectations within a B2B commercial debt environment.
What we want you to do

• Manage relationships with a panel of approved DCAs, ensuring contractual compliance and performance delivery.
• Monitor and analyse agency performance metrics (recovery rates, cost-to-collect, customer complaints, queries etc.).
• Conduct regular reviews, audits, and scorecards to assess agency effectiveness (Top 10 debtors, MBR (Monthly Business Review), QA (Quality Assurance) of calls and queries).
• Ensure there is accurate and transparent alignment of responsibility of debt allocated to DCAs (multi-layered reconciliations).
• Lead onboarding and offboarding processes for DCAs, including due diligence and contract negotiation.
• Collaborate with internal teams (Legal, Compliance, Risk, Customer Service) to ensure agencies adhere to regulatory and ethical standards.
• Explore, develop and implement strategies to improve collections outcomes while maintaining customer dignity and brand reputation.
• Identify and escalate risks related to DCA conduct, data handling, or regulatory breaches, ensuring appropriate governance and remediation.
• Support the integration of digital tools and automation to enhance DCA oversight and performance monitoring.
• Review and approve 3rd party invoices.
• Resolve escalated issues between agencies and internal stakeholders.
• Stay current with industry trends, regulatory changes, and best practices in debt recovery.
• Prepare reports and insights for senior leadership on agency performance and portfolio health.

What success in the role looks like

• Increase in the percentage of total assigned debt successfully recovered by DCAs and reduce the time taken.
• Accurate reporting on the comparative performance of each agency in terms of net recoveries.
• Consistent percentage of agencies meeting service level agreements.
• Improved portfolio coverage with eligible debt placed with the most effective agency.
• Segment debt portfolios and tailor DCA strategies based on data insights and customer profiles.

What you need to have already done to be right for this role

• Proven experience managing third-party collections or vendor relationships in a financial services or regulated environment.
• Comprehensive knowledge of debt recovery legal/enforcement processes, consumer credit regulations, and compliance frameworks (e.g., FCA, GDPR).
• Comprehensive knowledge of the regulatory and legal requirements impacting B2B sales organisations.
• Experience with collections systems, CRM platforms, and data analytics tools.
• Experience working within the Utilities, Telecoms or similar site based service industry.

Skills

• Excellent negotiation, communication, and stakeholder management skills.
• Analytical mindset with experience in performance tracking and reporting.
• Ability to balance commercial outcomes with customer fairness and regulatory compliance.
• The self-awareness to identify own development needs and the desire to continually improve both self and the team.
• A confident and concise communication style.

Our Story
Clear Business was established with the goal of simplifying our customers' lives and making our colleagues' experiences more rewarding. As one of the top providers for small businesses in the UK, we offer a truly distinctive service by providing all essential services in one place: Phone, Broadband, Mobile, Water, Gas, Green Electricity, Payment Services, and Insurance.
For more than two decades, our growth journey has been marked by various accolades, such as Investors in People, The Northern Contact Centre Awards 2023, and Learning at Work Week Awards 2023. Our latest achievement was receiving the 'One to Watch' award from Best Companies.
Why Choose Clear Business?
At Clear Business, we don't just do jobs, we do careers. We've got ambitious growth plans, and our people will grow with us. So, we'll give you everything you need to develop and succeed. That means things like flexible working, a totally transparent rewards structure, a diverse and inclusive workplace, and the control to drive your own career and shape your own opportunities. Clear Business is a great place to work, made better by you.
In return for your hard work, you'll get
It takes all kinds of people to make Clear Business the success that we are, and we've got a range of benefits to make sure everyone is happy.

• Pension contributions and life assurance coverage.
• Generous discounts at numerous high street and online retailers.
• 25 days holiday, increasing to 28 days through length of service.
• Enjoy your birthday off every year.
• Purchase up to 10 additional holidays and sell up to 5 days per year.
• Cycle to work and travel loans for people wanting a greener commute.
• Comprehensive well-being support, including round-the-clock access to a GP, mental health assistance, fitness programs, and complimentary legal and financial advice.

The important extras

• Hybrid working model: the choice to work remotely for three days.
• Join or giving back initiative and support with charity fundraising and volunteering activities.
• Enjoy fantastic on-site amenities including a complimentary gym, free parking, a subsidized cafe, and an on-site bar for post-work drinks, quiz nights, and social gatherings.
• Full time/Permanent contract of 37.5 hours per week.
• No weekends and every bank holiday off.

What happens next
If you're looking for a new challenge with great benefits at an award-winning company, then Clear Business is the place for you. To be part of our continued success click 'Apply' today to take the next step in your career.
Across Clear Business, we're passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams.
All successful candidates will be subject to pre-employment checks.
Please note that this vacancy may close early if we receive a sufficient number of suitable applications; however, we may retain your application on file for future opportunities.
Please note that this vacancy may close early if we receive a sufficient number of suitable applications; however, we may retain your application on file for future opportunities.
#LI-KT1
We are one of the UK's leading providers of essential services to small businesses. We supply a wide range of essential services - Fixed Lines, Broadband, Mobile, Water, Gas, Green Electricity and Insurance through our sister company The Insurance Octopus. Our goal is to simplify essential services for our customers by offering the widest range of products on the market. Not only have we experienced continued growth and strong financial performance as a result, we have been recognised by the following awards:
The Lloyds Bank National Business Awards 2019
Greater Manchester Business Awards 2019
Lanarkshire Business Excellence Awards 2019
Email:

Skills Required