Collections Specialist

6 months ago

Leeds, United Kingdom DWF Full time

Main function of job

To provide a high standard of service delivery within in a volume telephone Collections & Recoveries environment in accordance with the client service level agreement, DWF values & compliance policies and FCA’s Treating Customers Fairly outcomes.

To act as a responsible representative of the Firm and contribute, wherever possible, to the success of the business through the ongoing development of client relationships.

**Skills, Knowledge and Experience**:
Intermediate level skills in IT, particularly Microsoft Excel and in undertaking administrative activity.

Good written and verbal communication skills.

Good attention to detail.

Previous experience of working in a collections, call centre or customer service environment.

Ability to prioritise and organise a busy high volume workload.

Good Teamwork skills.

Ability to drive your own development and collections/debt recovery knowledge.

**Relationships**:
**Responsible to**: Line Manager and Senior Leaders.

**Liaison with**: Employees at all levels within DWF and clients where necessary.

**Main Duties**:
To proactively develop own skills and to complete inbound and outbound calls in a volume pre legal collections environment.

Contribute to team performance, including financial and non-financial measures where applicable.

To undertake direction and guidance to complete activities in line with service level agreements, best practice and internal policies and processes.

Proactive use of appropriate systems and processes to improve efficiency, whilst adhering to client requirements and adding value.

Prioritise and organise your work efficiently and effectively to ensure all tasks are completed to specified deadlines and to a consistently good standard.

Be proactive to improve your own technical knowledge.

Proactively process and work a full case load of pre legal collection matters to a suitable resolution with supervision.

Full engagement in the firm's performance review cycle.

Demonstrate 'winning' behaviours in line with the firm's behaviour framework, delivery a commitment to the firm's values and CSR agenda.

Demonstrate trust and a can do attitude in the office or remote working.

Proactively drive own development using senior team members and internal training tools.

To ensure regular communication between yourself, your supervisor and any appropriate person including updates on activities and progress.

We offer a positive, friendly, supportive and collegiate approach to working with others. At our core is a belief that an inclusive, supportive working environment allows people to more easily be themselves, develop much more quickly and be happier at work. Everyone in the team supports this ethos.

We want you to feel valued and rewarded.

We understand the importance of offering you a reward package that goes beyond just salary. When you join DWF you’ll be given a choice. You can pick from a range of benefits, allowing you to build a package that suits your and your family's needs and lifestyle.

Our standard benefits cover medical insurance, life insurance, pension and 25 days annual leave. Our other flexible benefits include season ticket loans, gym memberships, health assessments, cycle to work scheme, retail vouchers and a buy as you earn share scheme. You will also have access to additional wellbeing programs such as an online GP and an Employee Assistance Programme.

DWF has adopted a hybrid working model, so our people enjoy a mix of home and office working.

We would love to hear from you and discuss your career at DWF.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Skills, Knowledge and Experience

**Essential**:
Excellent written and verbal communication skills

The ability to prioritize and manage multiple tasks

Commercial and financial awareness

Debt Recovery, Call Centre or Customer Service Experience.

Excellent interpersonal skills.

The ability to work well under pressure and to tight deadlines

Flexibility and adaptability in attitude and approach to work

Computer literate including proficient use of Microsoft Office.

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