Collections Team Leader

Collections Team Leader you will be responsible for managing a team of front line colleagues to respond effectively to customer enquiries and deliver the right solutions whilst meeting all expected performance and quality targets. The Collections and Recoveries team are a customer facing telephony team consisting of Collections, Recoveries and Customer Support. We are focussed on providing high quality support to regulated and unregulated customers. Our aim is to understand a customer's circumstances and offer the appropriate sustainable support for customers in financial difficulties or experiencing life vulnerabilities. We achieve this through exceptional customer service, exercising common sense and treating customers with compassion.

As a Collections Team Leader you will be:

• Managing a team of front line colleagues to deliver good customer outcomes whilst managing agreed SLAs
• Monitoring operational KPIs to understand and implement performance improvements
• Coaching and managing individuals and the team to achieve and improve on performance and quality targets
• Effectively managing absence levels to ensure customer service levels are achieved
• Identifying and escalating potential efficiencies to continually improve the effectiveness of process and individuals and embody a \"first time resolution\" culture within the team
• Dealing with escalated customer enquiries where appropriate and escalate onward where necessary to highlight potential incidents and help mitigate future risk
• Overseeing the delivery of good customer outcomes; balancing customer and commercial requirements
• Overseeing the management of late stage arrears by leading a team of colleagues who support the customer through the end to end recoveries process including litigation and repossession.

Qualifications

Essential:

• A strong Collections background
• An excellent understanding of colleague, customer and intermediary requirements
• The ability to communicate effectively at all levels
• Strong people manager skills with the ability to coach individuals to achieve high performance standards whilst delivering good customer outcomes
• Consistent delivery against all KPIs
• Proven ability to manage a team effectively across balanced business scorecards to deliver key goals
• An excellent understanding of what a good customer outcome looks like

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