Team Manager - Debt Collection, Call Centre

Up to £30000 per annum
10 Jul 2018
01 Aug 2018
Recruitment Genius Ltd
Customer Service
Contract Type
Full Time
This is an exciting opportunity to join the world's market leader in the highly specialised area of probate debt recovery as a Team Manager in our call centre.

Their compassionate and compliant approach is award-winning, and there's a reason for that. As probate partners of financial institutions, they understand that only they can make the business a success. This is why they make sure that their customers are looked after every step of the way.

They are committed to giving the highest standards of customer service and we achieve this through the on-going development of their colleagues. This is reflected in various awards we have received including Investors in People, Treating Customers Fairly, ICM DCA of the year and the Customer Service Excellence award.

Key responsibilities
- Motivate the team to deliver targets by goal setting, challenges, incentives and celebration
- Effectively manage absence, performance, behaviour, skills and individual needs within the team in line with policies and procedures
- Oversee the efficient operation of the collection team and assist all collectors
- Assist in collection training programs and ensures that team is current with all practices and procedures and that they actively promote Treating Customers Fairly
- Ensure all colleagues are up to date with all training and compliance expectations Ensures compliance with all UK legislation, as detailed in the training and all PCA policies and procedures.
- Review and identify actions that deliver quality improvements to improve processes and systems
- Ensure team and self development is driven through effective 1-2-1s, side by side coaching and development reviews
- May be involved in recommending and conducting formal reviews and actions

Experience / Essential Skills:
- Experience of leading, managing and motivating a high performing team
- Proven track record of achieving goals and financial objectives including excellence in customer satisfaction.
- Upbeat, confident in approach, enjoy challenges and have energy and enthusiasm to drive yourself and others
- Be approachable and supportive with the desire to develop people in their work and nurture their talents
- Ability to plan your own work effectively and drive the delivery of objectives and plans
- Enjoy working together with others to achieve results and share expertise
- Excellent communication and interpersonal skills
- Collections or similar customer services / call centre experience

What's in it for you?
- Luxurious office environment in a superb location
- 31 days holidays per year inc 8 bank holidays
- Reserved secure car parking spaces available
- Comprehensive benefits and discounts package
- Healthcare Scheme*
- Company pension plan*
- Life Assurance*
- Cycle2work scheme*
* Subject to qualifying period.

Working Pattern - 37.5 hours per week based on a shift rota
Monday - Thursday (Alternating 8am-4pm and 12pm-8pm)
Friday (Alternating 8am-3.30pm and 10am-5.30pm)
Saturday (9am-1pm - working one in four Saturdays)