Salary: £38-40K + Benefits
Start Date: ASAP
Location: Manchester
Hours: Shifts between 8am-7pm (1 Sat in 3)
An amazing opportunity for an experienced Collections Team Leader to join a forward thinking company who prides itself on having outstanding core values and in turn creating an amazing culture. The role of Team Leader – Collections is primarily to manage, drive performance and develop a team of agents in line with our clients culture and business vision and in line with regulatory expectations and requirements.
The Role:
• To invest time and experience in managing all aspects of people development / performance management within the team.
• To coach and develop team members according to the agreed coaching structure
• Work closely with training and call quality teams in providing constructive and quantitative feedback whilst proactively removing any trends and risks within the team.
• Handle escalated calls / manager calls where necessary and therefore dealing directly with the customer and their circumstances – finding the most suitable call and arrears outcome.
• Liaise with compliance teams where necessary.
• Have the ability to deal with complex cases, finding suitable solutions / outcomes for customer’s unique circumstances.
• Compose, conduct and deliver effective 1-2-1, performance improvement plans, personal development plans.
• Set and maintain effective service levels within the department to ensure efficiencies are achieved.
• Drive performance to achieve departmental and business targets in line with the overall company vision and within the guidelines and regulatory guidelines.
• Foster and champion a culture of Treating Customers Fairly.
• Work within regulatory guidelines & rules determined such as FCA, ICO, FLA, OFCOM
• Aptitude for analytics – ability to interpret management information i.e., spot trends, understand how to use to benefit / drive performance.
Skills:
• 2 years team management experience & extensive recovery / collections experience ideally from a regulated background
• Dealing with complex cases within the arrear's environment is desirable.
• Experience in case management within the collection's environment.
• Experience in dealing with later arrears processes.
• Outstanding written, numeracy, presentation and oral communication skills – outstanding people skills
• Flexibility with the capability to adapt to change, new practices and cope under pressure but with the ability to recognise when to seek assistance.
• A minimum of 5 GCSEs at grade C or above (or equivalent) to include Maths and English.
• Treat your colleagues, clients and their customers and third parties with respect.
Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks- Employment references, ID, DBS, Credit check