AGL Energy
Complex Collections Team Leader
Entry LevelHybridFull-time
Location
Melbourne, Victoria, Australia
Salary
Not listed
Experience
No experience required
Posted
1 day ago
Job Description
Complex Collections Team Leader
Location: Melbourne Corporate
Join the change. Electrify your future!
We've been proudly Aussie since 1837, always finding new ways to innovate in energy and essential services. Now, we're moving towards a sustainable future through electrification and investing in renewable energy—and we’d like you to join us. Whether you're on-site, in the office, or somewhere in between, you'll find opportunities to grow your career here. You'll work with a team that's passionate about powering Australian lives, in a culture that values inclusivity, respect, and learning. Help us create a cleaner energy future, and we’ll back you every step of the way as you build your career.
Join the change. Electrify your future.
About the role
We’re seeking a Team Leader to join our Complex Collections team on an exciting 6-month secondment opportunity. This team is responsible for managing & optimising high value & highly aged debt collections across AGL’s most indebted residential customers. The team ultimately aims to identify opportunities to resolve customer indebtedness upstream and improve customer engagement in the collections lifecycle.
As a Complex Collections Lead, you will provide leadership to a hybrid team of credit specialists & collections officers to effectively and compliantly resolve aged debtors within the complex collections portfolio. You will also provide coaching and support for the team around meeting agreed targets to support positive commercial outcomes for AGL whilst maintaining customer experience.
What you’ll be doing:
Develop and monitor performance metrics for the team including customer collections, aged debt and customer service metrics for all customer segments
Manage the age debt of customers through the Aged Trial Balance (ATB) on a daily basis and seek best practice methods to deliver the commercial outcomes that uses a “firm but fair” customer service and commercial outcomes
Ensure the Customer Collections team is appropriately resourced, trained and performs to agreed KPI’s
Develop and own internal and external escalation strategy that works closely with Disputes, Customer Service and Commercial Services to ensure timely resolution of escalated customer issues and complaints
Be a point of reference for the team to escalate customer and collections issues for timely resolution
What you’ll bring:
Strong coaching and sound negotiating and influencing skills
Self-motivated and outcome oriented, leading primarily by personal example with drive and performance, but at the same time having the ability to delegate effectively
Proven interpersonal skills with high quality written and verbal communication skills
Strong Customer Service focus
Ability to get strong commercial outcomes while managing customer experience
Strong effective proven Credit Risk Analysis skills
Experience in leading teams with commercial and customer experience objectives
If you are interested in this role or have any further questions, please submit your application or reach out to me directly.
At AGL, we offer a wide range of benefits including:
Flexible working options including hybrid work.
Discounts on energy, telcos and solar plans.
Participate in Energise - our reward & recognition program.
Play an active role in our diversity & inclusion initiatives.
*Benefits may change over time and vary based on role type and location
Inclusion at AGL
At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers
AGL is proud to be a WORK180 Endorsed Employer for All Women.
Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary.
The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy.
AGL does not accept agency submissions unless approval has been granted by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL.
Location
Docklands VIC 3008
Job Family Group
Credit