Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

An opportunity has arisen to shape the future of SME Collections during what will be a critical time for BT in the aftermath of the Coronavirus pandemic.

Focusing on the SOHO, SME and Mid-Market customer bases this role will be key to the success of the business in the control of debt, bad debt and customer churn. You’ll be leading a team of experienced Collections Professionals and Team Members who provide support to the Enterprise Customer Facing Unit and our Business Collections Operations in the UK and offshore.

This is a varied and challenging role, the successful candidate will be responsible for Collections process and policy for the SME customer base. They will use in-house analytics and the support of the wider team to drive change and deliver improvements on debt and customer churn. This involves design and delivery of the processes and strategies which will help our customers to pay, ensure that BT’s cash flow is protected and the risk of bad debt is minimised. Management of associated post-collections processes such as DCA and Insolvency will form an important part of the job.

For further information about the role, please contact James Cuthell.

You'll have the following responsibilities

Develops process and system improvements which ensure that cash and debt is collected in the most cost appropriate, effective and customer centric way

Maintains a strategic and continuous improvement focus on Volume customer collections processes from first bill to DCA placement

Ensures a standard and consistent approach to credit management across Volume Business CFUs.

Creates and delivers the SME Collections Roadmap to drive KPI improvements in-line with the business risk appetite

Represent the team at SOHO/SME/Mid-Market Churn, Bad Debt and OR meetings

Engages directly with senior CFU, Finance and operational stakeholders on process initiatives and performance reviews

Makes collections process improvement decisions based on CFU demands and Insight & Analysis data

Utilise new and modern technology/suppliers to improve the collections process

Designs and monitors FCA compliant collections strategies and policies

Leads and supports a team, has brilliant performance conversations, sets goals and develops the team.

Drives change, keeps the team motivated and creates an healthy and inclusive environment.

Independent decision maker

Accountable for the successful implementation of Credit Management improvement initiatives across SOHO, SME and Mid-Market segments

Accountable for the achievement of the Collections KPIs

Accountable for the achievement of GBS objectives relating cost reduction, automation and process improvement.

You'll have the following skills & experience

Communication – is able to tailor messages to the relevant audience, distilling key messages without losing the appropriate level of detail.

Leadership – works independently, motivates and drives the team to achieve challenging objectives with strong coaching and mentoring skills..

Stakeholder Management – works effectively to drive change in partnership with CFUs that we support

Data Analysis – able to interpret data to spot credit management issues early and to ensure that collections processes are effective

Agile – Can work across multiple projects and initiatives simultaneously. Delivers quickly and with a high level of quality and accuracy.

Bold decision maker – is an independent authority and makes decisions

Influencing – gains stakeholder buy in and support at multiple levels up MD level

Commercial – ability to identify opportunities to increase automation, reduce costs and minimise bad debt churn

Leadership and people management – mandatory

Delivering change in challenging and fast moving environments – mandatory

Managing stakeholders – mandatory

Billing and Collections operations – mandatory

Degree level qualification – preferred

BT/EE Business systems and processes – preferred

Managing collections process / strategy in an FCA regulated environment - preferred

Benefits

25 days annual leave (plus bank holidays)

10% on target bonus

Pension scheme

Shares Plan

Flexible benefits: cycle to work, healthcare, etc.

Discounted BT products

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!

#LI-DC1