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Energy Contract Management Team Leader
2 months ago
Do you have experience within the Collections Industry? If you’ve answered yes, then you could be the right person to join the Customer Operations team in our Kings Hill office, ME19 4UA
What you can expect as an Customer Operations Team Leader:
Permanent
Hybrid role
Not only are we offering a competitive salary and a fantastic bonus scheme, you’ll also be entitled to loads of great benefits including, discount and cash back on hundreds of high-street shops and private health insurance, plus much more.
As our new Customer Operations Team Leader, you will be responsible for delivering with the support of Senior Management commercial success through superior call performance and customer outcomes whilst adhering to all aspects of compliance.
Monitoring and evaluating team of Customer Consultants (CC’s) performance against key metrics, customer outcomes and performance levels.
Ensure, with Customer Operations Manager Support, competencies are evaluated and developed as required to bridge any gaps in performance or call outcomes.
Accountable for the consistent performance of assigned collection functions in meeting and/or exceeding daily, weekly and monthly objectives.
Support the current collection model and interpret key MI to drive department performance.
Be able to prepare and understand additional MI to support working practices &/or for presentation to senior management.
Support Workforce planning & scheduling adjusting staff duties and priorities as required ensuring optimum productivity.
Ensure all department KPIs are consistently met as advised by the Group Head of Customer Operations and Performance.
Working with Operational Management to implement and support strategic improvements.
Support dialling activities to optimise performance by effective team management.
Proactively support, coach and motivate direct reports by identifying appropriate training, job performance and evaluation on a regular basis to improve the productivity and quality of staff.
Supporting cross site alignment in all areas
Driving correct customer outcomes, monitoring and measure
Adherence to governance and first line defence against compliance
Must have previous line management experience (at least 2 years’ experience)
Experience of management duties such as 1-2-1s, coaching and giving feedback
Must have good working knowledge of working within a Contact Centre
Must have good knowledge of a Customer Operations environment
Good understanding of collections practices and procedures
Good hands-on experience of collections and evidence of high customer contact standards
Demonstrate a good understanding of a regulatory environment, ideally FCA regulated
If this sounds like you and you’d like to join our rapidly expanding company that offers excellent career progression, then apply now
Our vision is to make credit accessible by partnering with our consumers to restore their financial health.
Diversity and inclusion are very important to us at Cabot, and we value a multitude of diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone. Our policies ensure that every candidate and employee are treated fairly and with equal opportunities.
**At Cabot we are highly regulated by our clients, as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we are unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK – we are unfortunately unable to offer sponsorship.
