Job Title: Collections Supplier Performance Manager
Location: Worthing, West Sussex (Hybrid, 2 days per week)
Contract Type: Permanent
Hours: 37, Monday to Friday
Salary: circa £50,000 (depending on skills and experience)
There has never been a more important time to join Southern Water. As we move forward through AMP8, we are delivering one of the most ambitious capital investment programmes in the industry, focused on improving environmental performance, service resilience and long-term affordability for customers.
About the role
We are looking for a passionate and experienced Collections Supplier Performance Manager to performance manage and own the overall service delivered by both our onshore and offshore suppliers & DCA’s; ensuring customers receive a best-in-class service. They will work with the third parties to develop a robust service excellence & cash collection culture and will use customer insight and performance data to continuously improve the customer journey, minimise operational and regulatory risk and drive value for money.
What you will be responsible for
*Effectively performance manage third parties to deliver KPI’s to time, cost and quality, resulting in positive customer outcomes.
*Carry out audits and quarterly in person visits to ensure suppliers are performing in line with expectations (travel required).
*Promote a customer centric "Customer First" culture and act as a Customer Champion both internally and externally whilst striking the right balance to maximise cash collection.
*Act as the escalation point to resolve disputes and is a main point of contacts for suppliers.
*Able to articulate third party performance effectively to key stakeholders up to director and board level.
What you’ll bring to the role
*Previous experience in debt recovery supplier performance is essential.
*Previous experience of the water or energy industry is desirable (but not essential).
*Excellent numerical, verbal and written communication skills.
*Strong attention to detail and problem-solving skills.
*Ability to liaise with stakeholders at all levels - internal / external.
*Ability to cope under pressure; to be persistent whilst balancing customer needs.
*A strong supplier relationship background will enable the post holder to act as a conduit to improve the overall operational interface between SW and the third party, using lessons learned for continuous improvement.