Litigation And Doorstep Collections Manager
Current• Responsible for managing and driving performance across the Litigation Team; ensuring they provide high quality customer care. Maintain reputation within the Civil Courts (County Court Business Centre (CCBC) and County Court Money Claims Centre (CCMCC), Court Enforcement Services (CES) High Court Enforcement. • Accountable for ensuring the Litigation Team have excellent knowledge of all relevant systems, SWW & Civil Courts policies and processes. • To manage SWW’s Doorstep Collections operation. • Meet all performance commitments & KPI’s for the Door Step Collections Team. Ensuring best practise is adhered to through the team to drive set targets. • Manage & distribute CRM work items and individual queues to maintain BAU. Ensure Director General Standards are met (including DG6), regulatory standard & Governance Checks are completed weekly alongside internal CRM work audits. • Contribute to Source/CARE objectives & produce weekly Claim and Judgments, and Dialler Reports. Working in conjunction with the CARE Senior Management team to ensure all performance KPI’s are achieved through the timely collection of unpaid charges. • Take ownership of customer issues & relieve customer stress. Review Miscellaneous Claims, Stayed Claims, Statute Barred debt & our Affordability Tariff options. • Maintaining Litigation’s standard operating procedures (SOP’s) while following amendments made to Civil Procedure Rules and Ofwat Regulations. • Sharing insights, providing knowledge and training via various digital and in person channels. • Ensuring enforcement methods are sustained including Charging Orders, Attachment of Earnings and High Court Enforcement by sourcing accounts through reporting processes and producing warning letters, applications & proving accounts suitable for Writ of Controls via Court Enforcement Services and the High Courts. • Responsible for the correct application of relevant governance relating to policy, procedure or financial management.
