Collections Team Leader Job in Northamptonshire NN4, Midlands UK
Job Title:Collections Team Leader
Hours: 40 hour week, various shifts between the hours of 8am to 8pm Monday to Saturday
Our client is a fast growing and successful Financial Services Company with ambitious plans for the future.
About You:
We are looking for an experienced Collections Team Leader who is focused on inspiring, motivating, developing and leading a team of Collections Agents.
They will need to manage and develop Collectors to achieve both quantitative collections targets and qualitative Customer Service objectives.
This role as Collections Team Leader is ideal for a self-motivated and inspirational individual who has a demonstrable track record of Managing people.
As the Collections Team Leader you will report directly into the Head of Collections and be responsible for managing a team of up to 20 collectors. You will be a hands-on Team Leader who can drive through performance to maximise collections activity and achieve company objectives.
The ideal candidate will have excellent communication skills and the ability to liaise with Senior Managers and Directors. You will be a results driven individual who is looking to work as part of a Management Team and support the company in achieving business objectives.
Key Duties of the role:
-You will be responsible for all aspects of people management from monitoring attendance to conducting monthly 1-2-1s.
-Ideally you will have a strong coaching background as we are looking for someone that can drive and enhance individual and team performance. This is a role where you will be highly visible and hands on.
-You will also be experienced in analysing and reporting on key collections portfolio and performance KPI’s
-You will have the ability to translate business strategy into operational goals for the team, via clear communications, targets, objectives and service levels.
Person specification:
To succeed in this role it is ESSENTIAL that you:
-Are an experienced Team Leader with a minimum of 2 years Collections experience in both a Consumer Credit and outbound driven environment
-Have the ability to motivate your team to deliver to ensure target milestones are met.
-Are results focused - this role is about delivering results through achievement of key collections targets.
-Are highly motivated and take personal responsibility for your team’s performance.
-Have the skill set to ensure that your team is effectively managed on a daily basis in line with company policy and procedures.
-Ensure the team consistently delivers a high standard of service, attaining customer confidence, satisfaction and loyalty
-Ensure that the team/individuals are striving towards and delivering against performance measures thereby fulfilling the targets
-Responsible for performance management process including: 1:1’s, personal development plans, and performance reviews.
-Carry out quality and compliance checks, call monitoring and other forms of customer contact, to ensure delivery exceeds expectation - Provision of constructive feedback to enhance team development
-Maintain adequate resource levels; shifts, breaks and absence etc.
-Manage customer escalations and drive resolution to queries and complaints