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Collections Team Manager

London, United Kingdom, £ £ - Annual Annual, Permanent


Role: Collections Team Manager
Salary: Competitive
Start Date: Immediately
Duration: Permanent with advancement opportunities

Company Overview:
We are Loans 2 Go.
Our mission? To provide lines of credit to those who have been neglected by mainstream lenders.

We are growing and adapting fast. Approaching 20 years of operation nationwide, we have helped hundreds of thousands of customers over that time and the business has transformed from a traditional high-street lender to a multi-channel, online loan provider.

We are regulated by the Financial Conduct Authority (FCA) and we take that seriously. We understand the importance of providing fair and transparent products and services as the key to unlocking a prosperous future for the business. We will continue to adapt, improve, and implement changes where required to improve our people, the business, and the overall quality of our customer experience.

The Loans 2 Go Collections Team is growing, which brings us to you…

The Role:
The Collections Team Manager's primary function, working under the Head of Customer Service and Collections, is to provide top-class support and feedback to team members. The ideal candidate will prioritise customer service and compliance over all else and be able to deliver a message that can inspire their team to improve, while working towards wider departmental goals. The role will require you to have the ability to adapt to regulatory and operational changes and develop compliant processes and procedures.

At Loans 2 Go, you will learn to embrace change and develop your leadership skills, working with and learning from stakeholders at every level of our business.

What you will be doing:

  • Delivering and logging daily feedback with your team.
  • Within 12 months, collaborate on putting together a suite of workshops to aid staff development to be delivered monthly.
  • Helping to maintain an enviable work culture that encourages communication and a passion for delivering quality.
  • Working with the Head of Compliance to constantly critique and improve our current processes and procedures.
  • Clearly communicating important messages daily to a team of 30+.
  • Delivering reports monthly to the Head of Customer Service and Collections pertaining to staff development, progression, and innovation.
  • Collaborating with managers and heads of other departments during standing weekly and monthly meetings.
  • You will have a say in recruitment decisions, being an integral part of the onboarding process.

What you need to succeed:

  • First-class customer service experience.
  • High interpersonal, empathy and relationship building skills.
  • Established organisational methods to aid in meeting your monthly cyclical deadlines.
  • To be able to take on feedback and put it into action from day one.
  • A true desire to improve and help those around you from the day you arrive.
  • An established track record of developing people and people management skills.
  • To display competency in Microsoft applications by developing monthly reports and workshops to present to senior members of the business and your team.
  • To be able to inspire change and progress in your team through a process of buying into our departmental goals while living our values.
  • A technical eye for processes and procedures in a collections environment.
  • Ultimately, you will strive to deliver on the promises that we all make to our colleagues and customers.

What we will do to help you succeed:

  • Regular check-ins with your line manager for feedback and discussion.
  • Annual Appraisal to recognise your achievements and map out your personal and professional development.
  • Internal and external training opportunities.
  • Freedom to innovate - if you have a good idea and a business case for it, we will give it a shot!
  • Your own team of Account Managers to impart your experiences and knowledge to.
  • Provision of a departmental budget to work from, including spend for rewarding team members for exceptional performance.

Employee Benefits:

  • Regular monthly incentives - prizes to be won and recognition given to high achievers.
  • Discretionary bonus based on performance KPIs.
  • A yearly, Christmas raffle for the Collections Department
  • Up to 33 days holiday inclusive of UK bank holidays and based on length of service.
  • Workplace pension provided to all permanent employees, in line with government requirements.
  • Employee Assistance Program- Free and confidential access through Health Assured including a 24/7 helpline for financial, family, physical and mental health support.
  • Length of service recognition and rewards for those who reach 5- and 10-years' service.
  • Comprehensive employee referral scheme.
  • Training and advancement opportunities

Operational hours are Monday to Satursday between the hours of 08:00hrs - 20:00hrs

Job Details

Not Specified
London, United Kingdom
£ £ - Annual Annual