Team Leader

Recruiter
Nicholas Howard
Location
Sheffield, UK
Salary
Competitive
Posted
22 Jun 2019
Closes
01 Jul 2019
Ref
1171281671
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
Nicholas Howard Limited are delighted to be recruiting for a new and exciting role as a Team Manager.

Based in Sheffield, the role is part of an operational team and is responsible for leading a team of negotiators to resolve arrears on accounts, primarily through telephone negotiation. The role reports to the Senior Collections Manager.

The primary objectives of the role are to:
  • Lead the day to day operations of the team to ensure effective management of caseloads and ensure accounts are actioned on a timely basis.
  • Plan, prioritise and schedule team activities and resources to ensure best financial return, by meeting all key targets and KPI's.

Core Responsibilities:
  • Monitor status of team's activities to identify problem areas and adapt procedures / work methods / schedules as required to improve overall performance of the team.
  • Conduct as a minimum, daily briefings of activity with your team, monthly performance 1:1's with all Negotiators, monthly team meetings and appraisals in line with the company timetable.
  • Respond to more complex queries escalated from team members.
  • Manage team overtime, holidays, RTW, productivity.
  • Uplift performance at individual and team level to ensure service standards are maintained and underperformers are managed up or out of the business quickly.
  • Monitor call quality in conjunction with the call analysts, providing support and coaching activity to drive improved performance, including side by side / remote call listening / call calibration.
  • Carry out regular account reviews to maximize collection activity and identify opportunities for improvement in team's performance.
  • Handle manager calls and queries, including deputising for Senior Collections Manager in their absence.
  • Log complaints and take appropriate action and preventive measures.
  • Ensure compliance with all relevant legal, regulatory, client and internal policy and procedure requirements.
  • Support the team to meet or exceed set standards by achieving agreed performance objectives and key performance indicator.
  • Work in partnership with other departments in to meet business objectives.
  • Adhere at all times to the principles of Treating Customers Fairly.
  • Working in line with Company and legislative requirements in Health, Safety & Welfare for both self and others.

Skills & Competencies:

Essential:
  • Working knowledge of FCA regulations and DPA / GDPR principles,
  • People Management.
  • Coaching and mentoring.
  • Excellent communication skills.
  • Bright and enthusiastic nature.
  • Dispute resolution.
  • Ability to demonstrate a professional approach to all circumstances.
  • Good organisational and administrative skills with a proven ability to prioritise tasks.
  • Adaptability and flexibility.
  • MS Office and / or Google experience.

Desirable:
  • Debt Collection Agency experience.
  • Experience of working on a telephone dialler.

To be considered for this position please apply below.

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