Job Details

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Collections Team Leader

Manchester, Lancashire, United Kingdom, £ £ 38000.00-40000.00 Annual Annual, Permanent


Salary: £38-40K + Benefits
Start Date: ASAP
Location: Manchester
Hours: Shifts between 8am-7pm (1 Sat in 3)
An amazing opportunity for an experienced Collections Team Leader to join a forward thinking company who prides itself on having outstanding core values and in turn creating an amazing culture. The role of Team Leader - Collections is primarily to manage, drive performance and develop a team of agents in line with our clients culture and business vision and in line with regulatory expectations and requirements.
The Role
* To invest time and experience in managing all aspects of people development / performance management within the team.
* To coach and develop team members according to the agreed coaching structure
* Work closely with training and call quality teams in providing constructive and quantitative feedback whilst proactively removing any trends and risks within the team.
* Handle escalated calls / manager calls where necessary and therefore dealing directly with the customer and their circumstances - finding the most suitable call and arrears outcome.
* Liaise with compliance teams where necessary.
* Have the ability to deal with complex cases, finding suitable solutions / outcomes for customer's unique circumstances.
* Compose, conduct and deliver effective 1-2-1, performance improvement plans, personal development plans.
* Set and maintain effective service levels within the department to ensure efficiencies are achieved.
* Drive performance to achieve departmental and business targets in line with the overall company vision and within the guidelines and regulatory guidelines.
* Foster and champion a culture of Treating Customers Fairly.
* Work within regulatory guidelines & rules determined such as FCA, ICO, FLA, OFCOM
* Aptitude for analytics - ability to interpret management information i.e., spot trends, understand how to use to benefit / drive performance.
* 2 years team management experience & extensive recovery / collections experience ideally from a regulated background
* Dealing with complex cases within the arrear's environment is desirable.
* Experience in case management within the collection's environment.
* Experience in dealing with later arrears processes.
* Outstanding written, numeracy, presentation and oral communication skills - outstanding people skills
* Flexibility with the capability to adapt to change, new practices and cope under pressure but with the ability to recognise when to seek assistance.
* A minimum of 5 GCSEs at grade C or above (or equivalent) to include Maths and English.
* Treat your colleagues, clients and their customers and third parties with respect.
Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks- Employment references, ID, DBS, Credit check

Job Details

Not Specified
Manchester, Lancashire, United Kingdom
£ £ 38000.00-40000.00 Annual Annual