OVERVIEW:
The Team Lead: Field Services supervises the day-to-day delivery of both high-value debt collection efforts and technical credit control operations in the field. This role manages Key Account Agents who negotiate with delinquent, high-value commercial and municipal customers, as well as Technicians executing on-site enforcement. The main goal is to improve the cash position and reduce the debt book of the clients. The Team Lead ensures that the delivery of notices, disconnections, and reconnections are carried out correctly, in line with municipal policies.
RESPONSIBILITIES:
Team Management & Leadership
- Managing the day-to-day activities of the team.
- Developing and implementing a timeline to achieve targets.
- Performance contracting and development.
- Conducting quarterly performance reviews.
Field Operations & Technical Oversight
- Oversee the scheduling and routing for the delivery of final demand and warning letters.
- Supervise the process to perform electricity disconnections at assigned properties.
- Ensure teams conduct reconnections upon payment and authorization from line management.
- Support revenue management projects and ensure compliance with municipal credit control policies.
Key Account Management Oversight
- Supervise Key Account Agents in analyzing financial information to make appropriate repayment agreements for customers with delinquent accounts.
- Resolving all escalated valid queries per debt debtor type, area and service types.
- Ensuring resolution of all pending status queries and reports.
Quality Assurance & Reporting
- Developing and presenting the summary reports, identifying consistent issues, and proposing solutions.
- Monitoring the implementation of the operations management recommendations.
- Ensuring that the clients are provided with feedback regarding the current query status.
PREFERRED QUALIFICATIONS AND EXPERIENCE
- Bachelor's degree in Commerce, Finance, Economics, Business Management, Operations Management or related qualification.
- 5 years prior experience in debt collection, customer service, call center and/ or related work experience OR
- 5 years’ experience in meter reading and/or credit control enforcement within a municipal environment.
Interested?
Please Submit your updated CV via Indeed.
Disclaimer: This advertisement is intended to fill the above-mentioned vacancy. Please note that while applications will be carefully considered, submitting your CV does not guarantee an immediate response. Only candidates whose skills and experience match the requirements of the vacancy will be contacted for screening and interviews. All applications will be treated confidentially and in accordance with the Protection of Personal Information Act (POPIA).
Education:
Work Location: In person
