Job Details

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Collections and Customer Relations Manager, Retail Mortgages

Cardiff, South Glamorgan, United Kingdom, £ £ - Annual Annual, Permanent


Our client is a respected lender firmly committed to supporting the Welsh SME ecosystem. Due to continued growth they are seeking an experienced Collections and Customer Relations Manager,to manage all operational aspects of the Collections and Complaint Handling team, building the department which is still in its infancy. The role holder will be responsible for implementing various Policies, developing all systems, processes and procedures and any future requirement for recruitment of additional staff.

The role will involve the management of existing Complaints process and procedures in adherence with FCA guidelines. Under the direction of the Manager you will be responsible for coordinating the day to day administrative and collections activities within the Post Sales Arrears & Collections Team, & ensuring that internal targets are met.

The role will involve putting Hardship and Arears Policies in place, and managing a team of Collections Advisors. The role requires supervision, coaching and development of your team in order to achieve KPI's. To do this you will break down targets, delegate workloads to advisors and monitor performance.

You will be responsible for ensuring your team are collecting outstanding balances at the required speed, achieving this through proactive monitoring of calls and statistics.

As an ideal candidate for this role, you should be an experienced Team Leader, Manager or performance coach with a proven track record of working within a similar fast paced environment

Collections experience and knowledge of Collections systems is essential.

The role will carry flexibility and the ability to take on a wide range of responsibilities.The successful candidate will have a 'hands on' approach and will be resourceful, used to supporting colleagues and working as part of a team, and will have the ability to coach, motivate and develop others.

As the Collections and Customer Relations Manager, Retail Mortgages your responsibilities and duties will include:

  • Develop a full understanding and knowledge of the compliance requirements, company policies and departmental procedures pertaining to your role.
  • Undertake monitoring work on client portfolio. This may include pursuing cancelled direct debits and arrears, sending out statements, sending out letters informing of changes to the direct debits.
  • Provide technical guidance and knowledge where required for team members. To include the training of any technical related scenarios to all team members.
  • Be responsible for creating and implementing sound workflows, processes and procedures that are also fully compliant with FCA guidelines for the CCA regulated loan book.
  • To seek and develop opportunities for change on current working practices.
  • To proactively line manage and motivate Collections and Customer Relations Executives, driving continuous improvement. To identify training and development requirements and act as a coach to ensure best practice.
  • Actively manage individual and team performance and competence including conducting one to ones, performance feedback, conducting performance reviews, absence management, peer checks and managing resource requirements.
  • To act as a point of escalation for your team. To be able to handle a range of different situations and react accordingly with tact diplomacy and empathy to diffuse potentially tense confrontations in a positive and calm manner.
  • Identify vulnerable customers and deal with them in line with the Vulnerability and TCF policy.
  • Keep up to date with all regulatory requirements and ensure the team comply with the operating guidelines. Ensure compliance with customer due diligence and money laundering regulations and suggest training as necessary.
  • Ensure rigorous GDPR and information security standards are maintained by the team at all times.
  • Ensure any requested operational or performance monitoring reports are delivered on time and communicate accurate information for internal and external customers.
  • First line daily operational responsibility to delegate and pro-actively manage workloads of the team to ensure SLA requirements are met, including own caseload and has overall accountability for the performance and output of the department.
  • Adhering to all KPI/SLA response times when processing documentation, as stipulated and agreed with Welsh Government and as contained in the Fund Management agreement.
  • Deputise for the Post Sales Team Manager in their absence, by upskilling in Post Sales TM duties.

Required skills & experience of theCollections and Customer Relations Manager, Retail Mortgages

  • Knowledge in recoveries and collections.
  • Experience of line management.
  • Experience of performance management, coaching/121's, disciplinary.
  • Experience of working in a customer service environment where the customer experience is treated as a priority.
  • A responsible attitude
  • Experience of dealing with escalated complaints with an understanding of basic customer complaint policies.
  • Ability to adhere to strict administrative procedures in relation to the delivery of required SLA's.
  • Effective communicator maintaining a professional manner at all times
  • Self-starter, be able to take initiative and motivate others in a target driven environment.
  • Able to work independently and as part of a team.
  • Confident in own decision-making skills.
  • Ability to prioritise and organise work under pressure.
  • Educated to a good standard of general education-GSCE, NVQ level 2/3 or equivalent standard
  • FCA and CCA regulatory experience.
  • Experienced in adhering to Collection processes including 'TCF' and Customer Vulnerability

For more information about the Collections and Customer Relations Manager, Retail Mortgages get in touch today.

Job Details

Not Specified
Cardiff, South Glamorgan, United Kingdom
£ £ - Annual Annual