Collections Team Leader

Contact Point Resourcing
Bethnal Green, Greater London
£23000 - £26500/annum
17 Jul 2017
16 Aug 2017
Contract Type
Full Time
Customer Service Collections Leader

Position Purpose & Primary job function

£23,000 basic with and additional £3,500 OTE

If you are looking to work in an exciting and truly special environment then this could be the role for you. Our client is an extremely prestige brand with a fantastic product that continues to go from strength to strength

Sometimes we need to talk to customers who owe us money, or cancel their direct debit; if they are having trouble paying use then we need to find a solution and help them remain a rockstar customer. Are you looking to work in a dynamic, fast-paced environment? Do you thrive on a challenge but love being able to help customers? This role requires you to talk to our customers regularly, so you won't be afraid of picking up the phone to build rapport and resolve issues.

Main tasks/duties and responsibilities

Responsibilities of the Collections Team Leader

You will be responsible for ensuring our subscription customers are paying seamlessly through the preferred method of Direct Debit.
Resolve incoming billing queries from our Business and Residential customers.
Manage the day to day dispute resolution with our external collections partner.

Main Tasks of the Collections Team Leader

Deal with all incoming queries
Find permanent fixes to customer billing issues which remedy any underlying issues
Line manage the billing agent team member
Ensure all customer data is accurate through monitoring failed payments, failed invoices and failed statement sends.
Resolve invoice issues and deal with cancellation issues to help retain customers.
Account management of top 25 largest debts.
Weekly, Monthly reporting to key stakeholders

Experience and Skills of the Collections Team Leader

Fluent English speaker
Previous collections experience
Previous experience managing team members
Excellent spoken and written communication skills
Collections experience is preferential but not essential
Calmness under pressure
Possess an organized and methodical approach
The ability to work to strict deadlines under pressure
Be an effective negotiator
Good mathematical and analytical thinker
Strong IT skills - ideally with good skills in MS Excel, Outlook, and Word

For further information regarding this role, please call Andy at Contact Point Resourcing