Customer Service and Collections Team Leader

Customer Service and Collections Team Leader

Salary: £30,000 - £35,000 p.a. base salary depending on experience.

West London

Full-time, Office-Based, Monday to Friday, 9:00 AM - 5:30 PM

Our Customer Experience and Collections Team Leader will be key to our business. As the point of contact for our customers in relation to payments, both reactively in terms of any payments-related questions and proactively in terms of debt collections, you will be responsible for maintaining a high level of customer satisfaction and ensuring timely collections from our customers, both from our live customers and from those customers who plan to terminate their contract.

Your Responsibilities:

Team Leadership

• Lead, mentor, and motivate a team of support and collections agents.
• Foster a positive and collaborative team culture, emphasizing continuous improvement and professional development.
• Conduct regular performance reviews, provide coaching, and offer constructive feedback to support team members' professional growth.
• Manage and optimise the teams’ operations to meet or exceed Key Performance Indicators (KPIs) set by management, including call and response time stats.
• Develop and implement customer service and collections strategies to enhance overall customer experience and maximise efficiency.
• Provide excellent customer service, addressing inquiries, and resolving issues promptly.
• Manage collections activities in according with live collections strategy, ensuring timely payments and reducing delinquency rates.
• Lead on escalated customer queries and manager callbacks.
• Update and improve playbooks and process documents for customer service representatives and collections agents.
• Identify opportunities for operational improvements and efficiencies.
• Assist in any other ad-hoc duties.

Requirements

• Friendly personality with at least 2 years of proven experience in a management role.
• Previous B2C debt collections experience is essential.
• Excellent organisation, communication (oral and written), and interpersonal skills.
• Strong negotiation and influencing skills, including in relation to payment plans/settlements.
• Problem-solving skills, the ability to work with customers to find mutually agreeable solutions.
• Proficiency in MS Office (including Excel) and CRM software.
• Attention to detail and strong organisational skills.

Benefits

• Bonus: Discretionary performance related bonus scheme in place (capped at 10% annual base salary) following probation, paid quarterly.
• Pension: Statutory pension scheme.
• Holiday: 20 days per year plus bank holidays.