Customer Service Manager (Collections)

Customer Service Manager (Collections)

£35,000

Gloucestershire

Our client, a national organisation is currently seeking an experienced Credit Control Manager to join their Gloucestershire operation on a permanent basis. This is a fantastic opportunity to build upon previous managerial experience whilst also developing professionally within an exciting and dynamic environment.

As Credit Control Manager, your primary duties would include taking responsibility for all Customer Collections activity and ensuring you are working closely with Team Leaders and Supervisors to meet SLA’s and KPI’s. You will be working to reduce and prevent the customer debt through an inbound and outbound team.

Other duties and responsibilities include:

• Managing and developing a Collections Team to include Team Leaders/ Supervisors and acting as a role model and leader to the whole team
• Ensuring that Customers are treated fairly and Ofgem Regulations are followed
• Providing training, support and coaching to the team to meet and exceed performance targets
• Planning and objective setting for departmental activities to deliver against strategic plans
• Acting as escalation point for the Team Leader and Supervisors in relation to operational issues, staff and customer enquiries
• Ensuring regular 121’s are completed for all team members and ensuring delivery of regular coaching sessions
• Taking full responsibility for performance, development and the operational effectiveness and efficiency of the team
• Creating a culture that is a positive learning environment, empowering and developing advisors
• Providing management information to the business as required
• Identifying and reporting issues with internal processes and working with peers on operational improvement activities

Skills and knowledge:

• Proven track record within a Collections environment ideal
• Experience of a Financial, Service, Utility or similarly regulated industry
• A successful background in leading, managing and developing a team of people in a changing fast paced environment
• Experience of delivering business and process improvements
• Ability to assess, analyse and make decisions in a fast moving environment
• High level of numeracy, accuracy and problem solving ability
• High level of computer literacy, ideally with experience of SAP
• Excellent planning, prioritisation and organisational skills
• Proven ability to build relationships with excellent communication skills
• Ability to communicate with accuracy, clarity and vision
• Report writing and monitoring ability
• Training and coaching skills

This is a permanent role working Monday to Friday. If you feel this could be the opportunity for you, email your CV to us directly or call for more information.