Rob Foster is the Group Enforcement Manager for Excel Civil Enforcement and High Court Enforcement Group, having joined the business in 2008. We recently caught up with Rob to find out more about his role and a typical day.

How did you get into your role?

My career started in the British Army, where I served for seven years with the Royal Logistics Corp, including tours in Northern Ireland. I received lots of training on dealing with the public and deescalating conflict, as well as plenty of opportunities to put that training into practice.

When I left the Army, I wasn’t sure what I wanted to do. I had a family member working here, so decided to apply to become a process server, especially as the skills and confidence I had developed in the military were transferable to the role. I also enjoyed the ability to work independently as well as part of a team.

I joined 17 years ago in April 2008 and since then have worked through various agent, supervisory and management positions, working my way up to my current position of Group Enforcement Manager.

What does a typical workday look like for you and your team?

I manage 13 different teams of enforcement agents (EA), each team includes a supervisor and several Enforcement Agents and Field Agents, who cover our caseload for Excel Civil Enforcement, High Court Enforcement Group and The Sheriffs Office.

The role involves in-depth monitoring of these teams, not just on performance, but in terms of welfare, health and safety management and reporting, and working with, and on, the strengths and weaknesses of different agents.

I monitor each agent’s compliance with regulations, procedures and policies and review any incidents or complaints that come to me from our Complaints and Compliance Teams. Where needed, I will follow up any issues with the EAs and or brief their supervisors to deal with these, which might include an investigation and possibly further training, retraining, or in some case, disciplinaries and dismissals.

As well as managing the EAs, my typical day may also include the review of cases where debtor vulnerability has been identified and consider what the next steps might be in that case, with a good grasp on the client’s needs and wants in respect of vulnerabilities with their debtors.

Although I am now mostly office based, I do make an effort to get out on the road, see the teams, keep my skillset relevant on the ground, and keep up to date with our bespoke reporting software, Remote Bailiff.

What are your key responsibilities?

My key responsibilities include giving enforcement guidance, advice, training and instruction to agents and supervisors, and office staff, as well as problem solving, planning and managing some of the more difficult and complex cases. Further, I manage and report the progress on KPIs and client expectations in respect of our enforcement activities.

I also manage the recruitment of new agents, including their induction and onboarding training.

On all sides of the business, I am involved with client requirements, and implementation of those differing requirements into our processes. Enforcement, while remaining compliant with the Acts and Regulations that govern it, is not a one shoe fits all business. Over the last year, I have been much more directly involved with our clients, including attending meetings and representing the company at conferences and exhibitions.

What part of your job do you enjoy the most?

I enjoy all of it from start to finish! No two days are the same, and the nature of the work we do means there is always something interesting going on.

And what do you find most challenging?

It is definitely a busy role – but that is certainly not a negative!

Recruitment is probably the most challenging part, as it takes a particular type of person to be an EA and it’s critical to get the right people. Putting the wrong people in the job can be demoralising for them at best, and put them at risk at worst. Recruitment, as I am sure everyone having done some time in that role will tell you, is not a perfect science. The upside of this role is meeting those staff that you recruited, weeks, months and years down the line, and hearing how stepping out of their comfort zone and starting in a niche role was the best decision they made.

Do you have any advice for someone wanting to work in enforcement?

Ensure it’s the right job for you. We offer prospecting days for candidates to try a day on the road and this is a really good way for both parties to see if it’s the right fit for them.

Having had a role previously that has built up your confidence to deal with the public will be a big help. We do find that ex-Forces people – military, police, fire service and people from a security background – fit very well into becoming an EA and it can be a great next career for them.

We do employ a good number of ex-Forces personnel and offer schemes for those who are in Reserve forces. We are proud to have been awarded the Ministry of Defence Employer Recognition Scheme (ERS) Silver Award for our support and work in this area.

That said, any roles where the ability to speak to, and work with, members of the public in hostile, stressful, or delicate situations, or in a caring capacity, where you have built up skills de-escalating tense situations, is always a good start.

And be prepared to learn – every day. The job requires a substantial intake of legal and regulatory knowledge, and this has to be applied daily when on the road. The regulations can, and do, change and you will come across new scenarios monthly, weekly or even daily, and you must be able to evolve, and put your knowledge into practice on your feet, and most importantly, have the confidence to ask for advice if needed.