Assistant Manager- Repayment Support

£33,000 per annum

The role

• This is an exciting opportunity which will be key in supporting new initiatives, process improvement and change projects in the Repayments Support area.

• As Assistant Manager - Repayment Support you will support the Repayment Support team to deliver high-quality, customer-focused service and achieve agreed operational targets.

• The role will contribute to the management of loan accounts, credit control activities, operational reporting and continuous improvement across the service.

• Support with the design and implementation of impaired debt governance frameworks, ensuring compliance with FCA and consumer duty standards and the delivery of world-class customer service.

• This role will pull together data insights and reporting, using this information to effectively support stakeholders, internal and external.

• To be successful in this role you will be a supportive and collaborative colleague.

• You will have strong attention to detail and a good understanding of Microsoft Excel.

The team

The Services Delivery team is responsible for administering loans and grants on behalf of various funders including the Scottish Government. We are a large, supportive team with well-established ways of working and an embedded culture of continuous improvement.

What you will do

• Oversee the administration of loan repayment accounts, including account changes, settlements, statements and repayment support requests

• Ensure regulatory and contractual compliance in relation to loan administration, customer communications and reporting requirements.

• Support and be a driver for improving processes relating to loan repayments, arrears management and credit control activities.

• Produce, analyse and maintain operational and management information to support service delivery and decision making.

• Identify risks, opportunities and improvements within the service

• Work collaboratively with internal and external stakeholders to resolve complex customer cases and support escalated enquiries.

• Prepare journals for accounting adjustments.

• Contribute to continuous improvement of processes and procedures.

What you will bring

• Experience of leading, supervising or coordinating a team in an administrative, customer service or operational environment.

• Strong administrative and numerical skills with a high level of accuracy and attention to detail.

• Excellent organisational skills with the ability to manage competing priorities and deadlines.

• Experience in a collections or repayments environment.

• Strong communication and stakeholder management skills with the ability to handle sensitive or complex customer enquiries.

• Excellent organisational skills with the ability to manage competing priorities and deadlines

• Must be based in Scotland and able to work on a home-based, blended or office-based basis from within Scotland.

• A willingness to learn about, engage with and support our efforts to become a more diverse, inclusive and equitable organisation.

For more information, please see thejob description

Please submit an anonymised CV and cover letter, removing your name, address, email address, and any other identifying details.

Please use your CV and cover letter to show us how your experience and skills relate to the essential criteria, including transferable skills where relevant. While we are looking for candidates who can demonstrate evidence across most of the essential criteria, we don’t expect everyone to meet every single one, so please don’t be discouraged from applying if your experience doesn’t match every point exactly.

Please note, applications submitted without a cover letter may be rejected.

As part of our recruitment process, we conduct background checks on all candidates who receive a conditional offer of employment. The nature of the scheme that we are contracted to work on with Scottish Government means that we are required to comply with UK Government standards when carrying out pre-employment checks for new starters. This check is known as the Baseline Personnel Security Standard (BPSS).

BPSS checks include:

• Verification of identity
• Verification of right to work in the UK
• Verification of your previous 3 years of employment history, including periods spent overseas
• A basic criminal record check (DBS), and where relevant, criminal record information from countries where you have lived for significant periods

Information obtained will only be used for the purposes of assessing your suitability for the role. Please note that if successful, any offer of employment made will be conditional pending the successful completion of the BPSS checks. To meet BPSS requirements, candidates must hold valid UK Right to Work documentation. If you have lived or worked overseas, these periods can be verified as long as the relevant evidence can be provided.

More information on the checks can be found here: https://www.gov.scot/publications/baseline-personnel-security-standard-on-amiqus-processing-data-privacy-notice/

Who we are

Energy Saving Trust is a leading and trusted organisation, dedicated to promoting energy efficiency, low carbon transport and sustainable energy use. We aim to address the climate emergency and deliver the wider benefits of clean energy as we transition to net zero.

At Energy Saving Trust we don’t just offer jobs - we offer careers. For our people, being part of the effort to address the climate emergency makes working for us truly meaningful and rewarding.

Work where you thrive

At Energy Saving Trust, flexibility isn’t just a policy, it’s how we work. Most of our roles can be done remotely, and many of our people choose to work from home full-time. Prefer an office environment? We have welcoming spaces in London, Edinburgh, Belfast, Cardiff and Hadleigh for those who want to connect in person.

We’ll support you with:

• Generous holiday (25 days + bank holidays + extra Christmas leave)

• True flexibility in how and where you work (subject to role requirements)

• Strong pension & life assurance

• Enhanced family leave

• Green travel perks (EV scheme, cycle to work)

• Professional development support

• Yearly wellbeing allowance

These are just some of the benefits we offer.

Want to know more about how we make flexibility real? Check out our Benefits and Culture page

Reasonable adjustments: We want to ensure that our recruitment process is inclusive of and accessible for, everyone.

If you think you may need additional support or reasonable adjustments made to any part of the recruitment process, please get in touch with [email protected] or call reception on +44 (0)20 7222 0101. We will do our very best to support you.

Diversity and inclusion

Energy Saving Trust is committed to creating a diverse, inclusive and equitable workplace where everyone can be themselves, with support to be their best.

We strongly encourage applicants from a wide range of backgrounds and with different identities and experiences to apply for roles with Energy Saving Trust.

We are a Disability Confident Committed employer and we ringfence a minimum number of interview slots for candidates who apply via the Disability Confident scheme and meet the criteria for a role. Find out more here.

You can find out more about our commitment to diversity and inclusion here.

To avoid disappointment, you are advised to submit your application as soon as possible as we reserve the right to close the vacancy early if a high volume of applications are received. This is to ensure that we can manage application levels whilst maintaining a positive candidate experience. Unfortunately, once a vacancy has closed, we are unable to consider further applications

Please note, that we are unable to provide visa sponsorship for this post. To apply for this post, you must be able to demonstrate your eligibility to work in the UK