Debt Specialist

Debt Specialist Join Leep Utilities as a Debt Specialist: manage insolvency, Breathing Space, and DCA cases with care, uphold fair outcomes, and improve customer journeys. We usually respond within a week Department: Debt Reports to: DCA Manager Salary: up to £27,500 Location: Salford - Hybrid (3 days a week in the office) The Opportunity We’re looking for a Debt Specialist to join our Debt team and support the delivery of fair, compliant and effective debt recovery outcomes. This is a varied role where you’ll manage specialist collections activity across insolvency, Breathing Space, Mental Health Crisis Breathing Space and Debt Collection Agency processes, ensuring customer accounts are handled accurately, responsibly and in line with company policies, regulatory requirements and industry best practice. You’ll work closely with the wider Debt team and external partners to resolve complex queries, support customers in vulnerable circumstances, improve account accuracy and contribute to better collections performance, customer outcomes and operational efficiency. Key Responsibilities Own the insolvency process, ensuring that customers are treated fairly and their account is updated correctly in an acceptable timeframe. This includes writing to creditors and ensuring the write off process in executed on the back of this Manage ‘Breathing space’ and ‘Mental health crisis breathing space’ end-to-end. Ensuring that customers are treated with the care, dignity and support they need whilst actively managing their debts Own and resolve all Debt collection agency (DCA) queries that are received, ensuring that customers’ accounts are updated correctly and timely Take ownership of complex queries delivering clear resolutions to reach the right outcome for the customer Analyse accounts to make recommendations on system/process improvements that can be made and work with the wider debt team to implement improvements Complete account cleansing and administrative duties to ensure customers accounts are correct and the debt is accurate Complete write off administrative tasks ensuring the correct accounts for the correct reason are being passed for a write-off Take ownership and resolve customer complaints as required Make outbound contact with customers for ad-hoc campaigns to help customers resolve their outstanding balance Beyond the core responsibilities of the role, deliver any additional requirements to support the end-to-end collections journey, department objectives and direct customer contact Support the DCA manager with quality assurance and identify opportunities for improvement in collections Support the DCA manager with performance tracking activities to bring visibility to DCA performance What success looks like Success in this role means maintaining strong quality assurance standards, meeting insolvency and Breathing Space requirements, keeping customer accounts accurate and contributing practical improvements that support customer outcomes and debt recovery performance. About You You’ll have experience in a debt collection, credit control, recoveries or arrears management environment, with confidence managing customer accounts, resolving complex queries and maintaining accurate records. You’ll be comfortable working within established processes and service levels and experienced in supporting vulnerable customers and delivering fair customer outcomes. Experience with insolvency cases, Breathing Space, Mental Health Crisis Breathing Space, Debt Collection Agencies, quality assurance, performance monitoring or the utilities sector would be beneficial. 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. Team Finance Locations Salford Remote status Hybrid About Leep Utilities At Leep Utilities, we're not just providing essential services like water, electricity and heat. We’re shaping the future of sustainable infrastructure across the UK. We work with leading developers to provide sustainable and quality utility services to our partnered communities, playing a key role in innovative projects that are transforming the way people live and work. Leep is the result of a joint venture between the independent mid-market infrastructure investment manager, Ancala Partners LLP and one of the UK’s leading private real estate investment and infrastructure companies, The Peel Group . Leep Utilities – Network adoptions done right