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Collections/customer Services Team Leader

4 months ago

Prescot, United Kingdom Churchill Recovery Solutions Full time

JOB DETAILS

POSITION:
Collections Team Leader

DEPARTMENT:
Collections

REPORTS TO:
Manager

DIRECT REPORTS:
Between 5 and 15

LOCATION:
Prescott, L34 4AR

DATE:
November 2023

Collections at CRS

Collections are responsible for helping our customers that are not able to meet the financial obligations of their agreements with us. We work with the customers, ensuring we put their needs first and balancing this with the business requirements, as well as recognising any vulnerabilities. The Collections team are part of the wider Customer Management department, and work closely with Recoveries, Customer Service and Complaints to provide an excellent service to our customers.

Overall purpose of the role

This role leads our internal Collections department to achieve agreed KPI’s whilst adhering to standards & policies set out by the client. Reporting to the Manager, you will be responsible for the day-to-day management of the Collections Account Managers and Seniors within the team. You will effectively support across both the Collections and Recoveries functions in a professional and effective manner, driving good customer outcomes and continual improvement within the team.

Key responsibilities and accountabilities
- Develop and coach colleagues to deliver fair customer outcomes through side-by-side coaching and training.
- Actively encourage personal development.
- Analyse and act on team statistical data outputs.
- Champion clear communication by cascading company messages, checking for understanding and actively providing feedback to the Customer Contact Centre Manager.
- Lead by example - be an advocate of the Lowell Behaviours, actively working within the ethos they set and encouraging your team to work to the same standard.
- Be the point of support for the team
- Training and ongoing coaching of new and existing employees
- Run regular and ad hoc reporting make sure all team members are meeting the departments required KPI’s both in administrative tasks and telephony requirements
- Management of the phone system to ensure maximum cover is available whilst providing clear and succinct daily reporting to evidence controls are in place
- Reporting for inbound calls, outbound calls and administrative tasks as required by our policy
- Communication and preparation of any issues to raise with Manager
- Liaising with other Team Leaders to ensure equal distribution of information and support cover is provided where and when possible
- Management of all administrative tasks required within delinquency management
- Recommend potential procedure changes by collecting information and suggesting change to the Director of Customer Management
- Liaising closely with other departments as necessary
- Adhering to company policies and procedures and maintaining updated documentation
- To keep up to date with the company’s products and policies
- To present the company in a professional and confidential manner at all times
- To pay due care and attention to your own health and safety at all times

Compliance and regulation

Develop and maintain a full understanding of the Company’s compliance requirements (including the Financial Conduct Authority’s Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements.

Act to deliver good outcomes for our customers and understand how this requirement specifically applies to your role

Person specification
- Demonstrable experience of managing high performing teams, or leading within a senior role, preferably within an FCA regulated environment
- Good team player, flexible and able to work on own initiative
- Strong interpersonal skills, able to establish effective working relationships at all levels
- Comfortable identifying and raising issues, particularly where driving good outcomes for customers are concerned
- Appreciates the importance of accuracy and attention to detail
- Demonstrates a sense of urgency and good work ethic
- Ability to work with competing deadlines and priorities
- Resilient, not derailed by a setback and returns to a high level of performance quickly
- Excellent customer service skills and awareness of the importance of the customer
- Comfortable and competent with MS Office
- Professional and well presented

Additional requirements
- Office hours are between 8am-7pm, shift-based rota ensuring cover from at least 1 team leader within Customer Management at all times
- Hybrid working available after training completed (3 days in the office as a minimum)
- This document is neither contractual nor exhaustive and may be amended to meet the needs of the business. Where possible this will be done in consultation with the job holder
- From time to time, and within reason, you may be required to carry out tasks that fall outside of your position’s remit
- From time to time, and within reason, you may be required to work outside of your standard contracted hours
- As part of your on-going development, y