Collections Team Manager
Bournemouth, England
South West Water – SWW - Customer Services /
Permanent full-time /
On-site
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
Great opportunity for a Collections Team Manager to join our Customer Service team based in Bournemouth at a salary of £30,000 to £35,000 plus benefits.
The role
As Collections Team Manager you will be responsible for maximising collections by supervising and developing the Customer Service Specialists, ensuring a collections culture across the business which assists customers who may be struggling to pay their water bills, and progressing non-payers down the most appropriate channel of recovery action.
Successful Debt and Recovery is dependent on a dynamic and flexible approach to collections, balanced with outstanding customer service.
Your varied role will include efficient management of teams, proactive account administration of customers with hardened debt, ensuring prompt and SLA compliant responses to all channels of customer debt enquiries and work queues, fostering strong contacts with key internal and external stakeholders with the intention of identifying collection opportunities, and monitoring the debt cycle to ensure efficient and proactive collections processes are in place.
What you’ll be doing
- Driving robust debt and collection performance, supporting lower bills for all customers.
- A tailored and flexible approach to debt, treating all customers as individuals and supporting positive outcomes, whilst recognising nonpayment must result in relative consequences.
- Manage all customer contacts in a way that resolves issues simply, efficiently, and effectively.
- Ensure customers are on the most appropriate and cost-effective payment plan.
- Responsible for the correct application of governance relating to debt policy and financial management and account amendments / adjustments.
- Champion Health, Safety, and Wellbeing and the code of conduct.
- Build a personal connection with team members through positive behaviours and communication.
- Achieving the Cash Collections and Bad Debt targets.
- Consistently demonstrate high-quality customer service.
- Regardless of the contact channel ensure ‘tone of voice’ is presented without jargon, with a simple, caring and substantive approach.
- Support the Pennon Strategy and embodying the Pennon Values.
- Support reducing Water Poverty by proactively offering tariff and affordability solutions.
- Promote PSR registration to all vulnerable customers, as part of the wider business strategy.
What we’re looking for
- Knowledge of debt collection and credit cycles.
- Excellent communicator, both verbally and in writing, to colleagues and external stakeholders.
- Collaboration skills, ability to work alongside other teams to identify collection opportunities.
- Knowledge of processes, polices and Charges Schemes.
- Excellent analytical and problem-solving skills.
- Good general standard of education or equivalent through relevant training and experience.
- Demonstrate a good understanding of Microsoft packages.
What's in it for you
- We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Share-save Scheme
- Various health benefits
- Wellbeing support programmes
- A range of Group Discounts
- Cycle to Work Scheme
- Financial support services
- And plenty more!
Closing date: 1st July 2025
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
