Collections Team Leader

Our client who offers finance to customers who are not accepted by the mainstream lenders and

has built up a reputation for providing a strong product range are recruiting a Collections Team Leader to based from their office in Chester. The role will pay a competitive salary and comes with a range of benefits.

The Collections Team Leader provides support for all members of the collections team. You will drive the performance of the team to ensure they maximise results.

What is expected of the Collections Team Leader?

• Drives productivity in line with agreed Key Performance Indicators thus 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 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 their 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.

What we look for in a Collections Team Leader?

• Good working knowledge of a financial services business
• Minimum 3 years call centre 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

What the Collections Team Leader will receive?

• Competitive base salary
• Pension scheme
• Employee referral programme
• Perks at Work
• Above and Beyond awards
• Income protection scheme
• Employee of the Year
• Long Service awards
• Discretionary annual bonus
• Life assurance

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.