Collections and Customer Support Team Leader

Collections and Customer Support Team Leader

This is an exceptional opportunity to be part of a fast-paced team in a busy call centre contacting customers in arrears. The focus of the Collections and Customer Support Team Leader role is to drive the performance of the team to achieve key business objectives and targets. The successful Collections and Customer Support Team Leader will possess a minimum of 3 years’ call centre experience, with team management or supervisory experience.

Hours of work are between 8am and 7pm Monday to Friday, with 2 Saturday mornings per month - the Saturdays will be working from home.

The company is incredibly proud of its positive working environment and offers a range of benefits including a pension scheme, Employee of the Month and Year awards, income protection insurance, annual company bonus scheme, life assurance and discounted gym memberships.

Key responsibilities:

• Drives productivity in line with agreed Key Performance Indicators, ensuring performance expectations are met.
• Monitors performance and development objectives for all collections staff.
• Acts as role model and leader to ensure vision and values are embedded within the team.
• Encourages an environment in which personal and business development is seen as key within the team.
• Ensures principles of Treating Customers Fairly are adhered to by all members of the collections team.
• Ensures exceptional levels of customer service are achieved.
• Provides effective, ongoing communication to the team and department.
• Provides support and training for Collectors to maximise productivity and effectiveness and assist in setting clear objectives for improvement.
• Provides Management Information as required to line management.
• Ensures the attendance, punctuality and conduct of all employees is in line with company guidelines, ensuring adherence to all codes of practice, policies and procedures.
• Participates in project work, driving business improvements through innovation and new initiatives.
• Complete monthly one-to-one and annual performance reviews, provide training and support to the team, monitoring and appraising them accordingly.
• Maintains targets set by Customer Support Manager based on departmental and business bad debt provision plans.
• Maintains individual’s targets set in conjunction with the Customer Support Manager to ensure the department exceeds business expectations.
• Monitors and appraises calls for feedback, compliance, and development of staff.
• Thorough knowledge of departmental procedures and strategies.
• Liaise with other Team Leaders with a view to sharing information about the progress of individuals within the team.
• Approval for litigation/repossession action within agreed set guidelines.
• Authorisation of external company instruction based on recovery collection activity.
• Review the collections activity to correctly place agreements in an appropriate work queue.
• Prioritise workloads ensuring all agreements are worked and diarized correctly to optimise customer contact rate.

Knowledge and skills required:

• Good working knowledge of financial services
• Minimum 3 years’ call centre experience, with team management or supervisory experience
• Working knowledge of all regulations relating to collections activity

• Working knowledge of Microsoft Office applications
• Advanced understanding of technologies and MI
• Working knowledge of departmental and business policies and procedures that will support the call centre environment.
• Strong motivational skills
• Strong attention to detail
• Excellent team working skills

• Team player with excellent leadership and interpersonal skills.
• Strong verbal and written communication skills
• Ability to communicate with all levels
• Strong influencing and negotiation skills