Agency Manager

Job Title:

Agency Manager

Location:

Blantyre/Wrexham Salary: from £47,200 to £59,000 + up to 10% bonus Job Type: Permanent/Hybrid Closing Date: 10.06.2026

Help us create a better future, quicker! The Scottish Power Customer Business provides energy to millions of households and businesses across the UK, offering fair pricing and a choice of tariffs to suit a wide range of customer needs. In addition, the business delivers products designed to help customers control and protect the energy in their homes, with flexible solutions that support effective energy management today, tomorrow and in the future.

Lead and optimise the performance of external Debt Collection Agencies (DCAs), ensuring compliant, effective collections, field activities and warrant execution to maximise cash recovery for Scottish Power. Allocate accounts to DCAs based on performance to maximise collections and warrant delivery. Monitor DCA performance, identify trends, address discrepancies and drive competitive improvement. Manage the tender process with Procurement to secure cost‑effective contracts and strong collection/trace strategies.

Collaborate with Procurement, Legal, Complaints and Data Protection to deliver all contractual and regulatory requirements. Represent Scottish Power to strengthen collection and trace outcomes while maintaining brand reputation. Conduct regular on‑site reviews and audits, addressing under‑performance and developing new agency relationships. Ensure full compliance with Debt Collection Guidelines, Data Protection and Information Security standards. Forecast, control and monitor the Legal & Professional budget, advising on cost-to-benefit impacts.

Support operational teams by sharing insights from DCA processes to prevent debt and maximise cash collection. Work with operational managers to improve understanding of financial impacts, including write‑offs. Identify issues that hinder agency performance and lead continuous improvement initiatives. Reduce complaints by identifying and resolving defective accounts early. Ensure invoices, remittances and daily data files are processed accurately and on time.

Provide flexible, ad‑hoc support to Operational Managers as required.

• Proven experience managing third‑party suppliers and commercial contracts.
• Proven negotiation skills and the ability to analyse complex performance data.
• Solid understanding of end‑to‑end debt collection processes and relevant regulations.
• Experience with SAP (including IS‑U), budgeting and forecasting.
• Confident decision‑making with the ability to challenge existing processes and drive improvement.
• Excellent communication, leadership and organisational capabilities.
• Proven analytical and planning skills with the ability to manage multiple priorities in a fast‑moving environment.
• Ability to lead and embed change.

• Experience with debt collection systems, processes and policies.
• Proven experience managing commercial contracts with external partners.
• Proven interpersonal skills including teamwork, facilitation and negotiation.
• Excellent organisational skills with strong financial and business acumen.
• Highly numerate with strong analytical capability.
• SAP IS‑U experience.

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.

• 36 days annual leave
• Holiday purchase – perfect your work/life balance with extra annual leave
• Share Incentive Plan and Sharesave Scheme
• Payroll giving and charity matched funding
• Technology Vouchers – save more and spread the cost of your technology purposes
• Count us in – pledge to reduce carbon…