We are a successful, values driven business with ambitious growth plans. Having the right people, with the right skills, is a crucial part of our growth strategy. We invest in our people to ensure they are trained and supported to meet the challenges facing the business. Phoenix is a great place to work and our people are our most valuable assets.
Fred Ternent - Group Chairman
Fred has been actively involved in the debt recovery industry since 1984, having started as a trainee enforcement agent and progressing rapidly to being appointed General Manager of one the largest enforcement companies in the UK in the early 1990’s. Along with Howard Jones, Fred formed Phoenix in 1999, with a vision of providing a high quality ethical enforcement service to clients and customers.
Always being a progressive thinker Fred has for the last twenty years been very active in promoting good practice within the industry and has lobbied Government to improve and tighten good practice which has culminated in the introduction of the Tribunals Courts and Enforcement Act 2007.
Fred is a former Chairman of the Association of Civil Enforcement Agencies (ACEA) and was one of those most instrumental in bringing about the merger of Enforcement Services Association (ESA) and The Civil Enforcement Association (CIVEA), creating a single professional association. He is a member of the British Parking Association’s (BPA) Bailiff Industry and Enforcement Special Liaison Group and is classified as an “Expert” member of the Enforcement Law Review Group, whose responsibilities included drafting and revising Bills appertaining to Enforcement and Recovery procedures.
Fred’s knowledge and experience has resulted in him being asked to review recommended industry changes or proposed legislation prior to publication, which helps ensure Phoenix stay at the forefront of professionalism and lead on initiatives to improve enforcement standards within the profession as a whole but particularly training and education for Phoenix staff.
Fred’s view is that in respect of quality of service and professionalism the bar can never be set high enough and that as a company we must continue to reach and surpass it. He believes that excellent customer service is achieved through well trained, motivated staff, supported and treated with mutual respect and who share the rewards of success.
Paul Caddy - Managing Director
Paul Caddy is the Immediate Past President of CIVEA and has a strong track record of success. Prior to joining Phoenix in 2013, he delivered a range of service and performance improvements as Group Operations Director with the Marston Group.
Paul has successfully completed an MBA and a degree in Law and in 2010 was appointed as an Authorised High Court Enforcement Officer.
In 2009, Paul was elected Vice-Chair of the Association of Civil Enforcement Agencies and in April 2012 was elected President of CIVEA. He is also a member of the Enforcement Law Review Group and the Enforcement Regulation Group.
Paul has been central to the industry’s lobbying for implementation of the TCE regulations. He wrote a number of papers on behalf of the industry that were submitted to MoJ in relation to reformed fee structures and the legislative structure of the reforms. As firstly ACEA Vice-Chair and subsequently CIVEA President he has played the leading role in the engagement with MoJ, being asked to sit on all industry working parties convened to consider reforms.
Paul's submissions resulted in the TCE legislation being amended to include additional powers of entry and re-entry to premises and his intervention convinced MoJ of the necessity for transitional provisions. Paul is acknowledged as an expert on enforcement legislation and he has published numerous articles and best practice documents.
Paul has engaged in extensive dialogue with the advice sector, including MIND, Advice UK, Lord Lucas, Money Advice Trust, the Consumer Credit Counselling Service, and Citizens Advice.
Paul’s focus at Phoenix has been to successfully re-engineer operational processes to meet the challenges of TCE; introduce a performance management culture and embed high standards of customer service. The consistently high recovery rates that have been achieved, with low complaint levels, is testimony to how successful Paul has been.
Howard Jones - Finance Director
Howard is a co-founder of Phoenix, along with Chairman Fred Ternant. He has over 30 years’ experience within the enforcement and debt collection industry, with a proven record of accomplishment and success. He was an elected member of ESA’s Executive Council (Enforcement Services Association), acting as Association Treasurer.
Howard has held senior management posts in both the finance and information technology sectors. He is currently an invited member of the Client Advisory Panel for OneStep Solutions, the most comprehensive and widely used computerised system within the enforcement industry.
Although certificated as an enforcement agent Howard’s primary focus is on the financial and technology side of the business. Howard was one of the first to recognise the impact technology could have on the industry. He began working with CMG Computing (Now LogicaCMG part of the CGI Group) in the late 1980’s to develop a computing system for the enforcement sector, which became known as BAPS (Bailiff Accounting Programmes) and was the industry standard in the early 1990’s.
Howard continues to be the Organisation’s lead for our ICT innovation and delivery and is responsible for financial planning and analytics within the Phoenix Group.
Andy Cummins - Business Development and Client Director
Having worked in Local Authority revenue collections in Ireland, Andy moved to England in 1990. He joined the London Borough of Barnet, initially responsible for the recruitment and training of a team of doorstep revenues inspectors in all practical and legislative aspects of local taxation.
He gained his Technical revenues qualifications through The Institute of Revenues, Rating and Valuation (IRRV) in 1992, and in 1993 was appointed as Court Officer for Barnet. Following a restructure within the Council, Andy was promoted to the role of NDR Manager. At this time he was also responsible for a team of twelve people who were dealing with the 1990 rating List and the many challenges that it presented.
In 1995 Andy joined The Capita Group as a Revenues Manager, responsible for the collection of Council Tax and NDR on behalf of Westminster City Council, The Royal Borough of Kensington and Chelsea (NDR), The London Borough of Bromley, The London Borough of Bexley, and The London Borough of Lambeth.
In 2001 Capita took the strategic decision to merge the recovery element of all their local government contracts into a central recovery team and Andy was appointed to the newly created role of Head of Recovery. In this role he led a team of seventy two people responsible for all recovery action, from the issue of the Liability Order, including Deductions from Benefits, Attachments to Earnings, Instruction of Bailiffs and Insolvency.
In 2003 Capita acquired The Equitable Holdings Group, which became Equita, with Andy appointed to review and assess the internal operations across all the firms and introduce a common set of policies and practices. Andy moved into client management and business development when he was appointed to the role of Equita’s Business Development Director (London and South). Over time he built up a very positive reputation as a client manager with his unique hands on approach, putting himself in the clients shoes at all times.
He joined Phoenix in 2007 as Business Development Director and has concentrated on building the Phoenix brand and developing a strong client management team.
Carole Kenney – Customer Service & Performance Delivery Director
Customer Service & Performance Delivery Director, Carole Kenney, has over 16 years’ experience within the enforcement industry.
Educated at Roehampton University and the Cranfield School of Management, Carole has a comprehensive knowledge of all areas of business management and growth, with a proven track record of planning and delivering strategic goals and objectives.
Leading and managing a number of large central and local government contracts Carole has an excellent reputation for identifying customer needs and delivering high performance and outstanding customer service.
Carole has a rounded understanding of business, client and customer requirements, previously holding positions such as Certificated Bailiff, Contract Manager, Client Services Director, Audit & Compliance Director and Operations Director.
She is passionate about delivering compliance and enforcement services in a fair and ethical manner and works vigorously within the sector to promote best practice.
Carole has cemented firm relationships with many advice sector organisations, supporting their goals and enhancing business processes to fully support vulnerable customers.
Since joining the company in 2015, Carole has led a range of initiatives which put Phoenix at the forefront of customer service within the industry, such as our pending accreditation to the Customer Service Excellence standard, and our Exceptional Customer Service category win at the 2016 British Parking Awards.