Claire Knox

Skilled Collections Adviser and Debt Recovery controller, bringing 16 years of specialist experience dealing with debt recovery. Proven leadership and success in creating and developing processes to achieve strategic and recovery goals in Scotland and England. Accomplished in working with executive leaders to develop collection recovery strategies. Self-driven, self-motivated, and a quick learner.

Debt Operations Manager - Blue Business Water

(2026-03 - 2026-06)

• Managing a portfolio of customer accounts to ensure timely payments of bills
• Proactively contacting customers via phone, email and written correspondence
• Investigating and resolving invoice queries and discrepancies
• Monitoring ages debt and escalating issues where necessary
• Keeping accurate records of all communications and payments agreements
• Implemented a recovery process / cycle
• Created recovery letters, cost letters and fee letters in line with Blues terms and conditions
• Applied interest to accounts that failed to pay on time
• Contacted customers who failed to comply with Blues terms and conditions to ensure a recovery plan is in place to collect outstanding debts

Debt Collections - Business Stream

(2007-09 - 2026-03)

• Responsible for effective management of a portfolio of customer accounts referred to third party debt collection agencies
• Support credit risk team in reconciling the volume and value of accounts escalated to DCA and Business streams internal systems
• Investigation of reconciliation discrepancies and prompt resolution or escalation of these as when appropriate
• Responsible for all daily, weekly and monthly tasks to manage DCA's including creation of new business files, processing financial updates, validation of invoices and escalation of returned accounts to appropriate next stage of recovery
• Lead DCA performance reviews (face to face or via teams/ conference calls to improve DCA performance and identify process improvements
• Complete alongside team manager annual audits of DCA's ensuring issues are resolved and escalating if required
• Maintenance of the Standard Operating Procedures (SOP'S) related to DCA management
• Support the credit management team manager with coaching, motivation, training and development of colleagues on credit management policies and processes as required
• Ensure the quality of service provided by our DCA's are in line with the business values
• Call listening on a monthly basis to ensure all DCA's are being compliant and not breaching GDPR, feedback scores and comments and provide training requirements if needed
• Support operational excellence including identifying and implementing process improvements
• Completing credit management process to the required standard and adhering to policy and processes
• Coaching new team members and helped improved individual performances
• Proven ability to handle large data sets to analyse debt position and trends to adapt debt collection strategies
• Ensure the creation and maintenance of strong working relationships with both internal and external stakeholders
• Disconnections and Liquidations processes
• Resolving customer queries and complaints
• Daily communication with all disconnection teams both internal and external
• Working within SLA times and ensure the longest outstanding queries worked first

Nursery Assistant - Happy Days Nursery

(2006-01 - 2007-01)

Being responsible for the health & safety of children. Plan and supervise activities like arts and crafts, music and cooking. Help children to learn numeracy and language skills through games, singing and storytelling. Complete daily activity sheets and records for each child, working closely alongside staff. Providing feedback to parents/carers for each child and discussing any development progressions and concerns.

Business Contact Advisor - Scottish Water

(2003-01 - 2006-01)

Receive and handle a high volume of incoming calls, email and web enquiries from customers with queries or complaint regarding their services. To ensure that customer queries/complaints are resolved promptly to the customers satisfaction and handled at the first point of customer interface. To liaise with subcontractors (internal and external) sales, admin, credit control and other relevant departments to create a smooth and enjoyable customer journey.

To be empathetic while investigating and understanding the customers' requirements together with identifying what the most appropriate, relevant and cost-effective action is to manage their enquiry. Resolve all customers enquiries within the relevant service level agreement and arrange actions that are required all within the company's relevant time scale for the KPI's. Deal with incoming and outgoing work promptly and efficiently in order to promote excellent customers satisfaction while prioritising own workload.

Standard grades - English, Mathematics, German, Science, Physical Education, Craft Design and Technology, Modern Studies, Drama - Lasswade High School