Collections Team Leader

Recruiter
Hays Specialist Recruitment Limited
Location
Leicestershire, UK
Salary
Competitive
Posted
11 Jun 2019
Closes
18 Jun 2019
Ref
1152904023
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
Collections Team Leader | £24k-£28k | Leicester

The Role
To lead and motivate a team of people overseeing collections strategies and processes on mid to high value overdue accounts, whilst delivering excellent customer service.

Responsibilities
  1. Maximise licence revenue collection
  2. Oversee and assist in the monitoring and analysis of customer accounts for non-payments, delayed payments and other irregularities with the aim of implementing appropriate collections activities to ensure improved pay through rates and reduction in days to pay
  3. Ensure the team use objection handling techniques to proactively resolve any customer queries or objections as a result of collections contact
    1. Monitor service quality and ensure that service standards and targets support collections processes and are continuously achieved
    2. Support team members with management of complex cash collection and debt recovery cases
    3. Manage day to day relationships with external low value debt collection agencies, to exceed quality and performance targets through:
    • Performance management of partners business process
    • Data analyse and trend reporting of remits
    • Prioritisation of queries to maximise impact on collection rates
    • Quality and process monitoring of service provided to customers
  4. Ensure the cost of pursuing a customer debt is reasonable through cost / benefit analysis
  5. Ensure all write offs (debit or credit) and refunds are authorised or escalated and actioned in line with current business rules and policies
  6. Oversee management of enforcement referrals
  7. Ensure that the team deals with all customer complaints in line with the complaints process and adhering to the Code of Conduct
  8. Monitor the quality of the team's customer calls and develop actions to improve service standards and contact outcomes
  9. Lead the team to achieve all revenue targets and KPIs
  10. Plan and manage the day to day workflow and performance of the team ensuring that targets and customer service standards are achieved and maintained
  11. Hold regular team meetings in order to timely and effectively communicate departmental plans and targets, discuss issues and recognise success

Experience
  • Previous experience in a collection or debt recovery background with experience of managing teams in a high-volume contact centre environment
  • Prior experience of successfully motivating, leading and developing a team to achieve and exceed business goals
  • Experience in gathering, analysing and interpreting data to support decision making
  • Experience of using a CRM system
  • Competent using Microsoft Office products
  • Experience in adopting a coaching style with others
  • Intermediate user of MS Excel


What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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