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Customer Operations Team Leader

3 months ago

Kings Hill Kent, United Kingdom Cabot Financial Full time €32,000 - €39,000

Are you an experienced Team Leader? Do you have experience within the Collections Industry? Do you enjoy leading people to success? 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:

  • Salary of £32-39k
  • 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.

Key responsibilities include:

  • 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

We are looking for someone with:

  • 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 verbal and written communication skills
  • 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

What happens next?

If this sounds like you and you’d like to join our rapidly expanding company that offers excellent career progression, then apply now

Working for Cabot:

You’ll be working for an award winning; Investors in People Gold accredited organisation. We’re passionate about the ethical treatment of our customers and employees. Our mission is to create pathways to economic freedom. 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.