Collections Lead

Join the change. Together, we’ll make history.

As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia's best and brightest minds. You’ll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in.

About the role

An exciting role has become available as a Collections Lead in the Complex Collections team. The Complex Collections 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 collection’s lifecycle.

The Complex Collections Lead will provide leadership to a team of credit specialists & collections officers to effectively and compliantly resolve aged debtors within the complex collection’s portfolio. The Complex Collections Lead 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) daily and seek best practice methods to deliver the commercial outcomes that uses a “firm but fair” customer service and commercial outcomes- 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- Develop your knowledge to specialise in all aspects of customer collections and the customer’s lifecycle interactions

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- Ability to get strong commercial outcomes while managing customer experience- Experience in leading teams with commercial and customer experience objectives- Experience in inspiring high levels of employee engagement

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.- Access 20 weeks of paid parental leave for the primary carer.- Access to an additional week of recharge leave per year.- Play an active role in our diversity & inclusion initiatives.- Novated leasing and Electric Vehicle subscriptions.- Access to study assistance, AGL’s share purchase plan and insurance deals.
- _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:
AGL is a Circle Back Initiative employer - we commit to respond to every applicant.
- Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary._
- AGL Privacy Policy_
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Location:
Docklands VIC 3008

Job Family Group:
Credit