Customer Financial Support Team Leader

5 months ago

Chester, United Kingdom Specialist Motor Finance Limited Full time

**About the role**:
The Customer Financial Support Team Leader provides support for all members of the CFS team. They will drive the performance of the team to ensure they maximize results. The Team Leader will manage the CFS team in the absence of a Customer Support Manager and will provide managerial support at evenings and weekends.

**Key Responsibilities**:

- Drives productivity in line with agreed Key Performance Indicators thus ensuring performance expectations are met
- Monitors performance and development objectives for all collections staff
- Acts as role model and leader to ensure Vision and Values are embedded within team.
- Encourages an environment in which personal and business development is seen as key within the team
- Ensures principles of Treating Customers Fairly are adhered to by all members of the collections team
- Ensures exceptional levels of customer service are achieved
- Provides effective, ongoing communication to the team and department
- Provides support and training for collectors to maximise productivity and effectiveness and assist in setting clear objectives for improvement
- Provides Management Information as required to their line management
- Ensures the attendance, punctuality and conduct of all employees is in line with company guidelines, ensuring adherence to all codes of practice, policies and procedures
- Participates in project work, driving business improvements through innovation and new initiatives
- Complete monthly one-to-one and annual performance reviews, provide training and support to the team, monitoring and appraising them accordingly
- Maintains targets set by Customer Support Manager based on departmental and business Bad Debt provision plans.
- Maintains individual’s targets set in conjunction with the Customer Support Manager to ensure the department exceeds business expectations
- Benchmarks performance of CFS Team based on industry averages
- Monitors and appraises calls for feedback, compliance, and development of staff
- Thorough knowledge of departmental procedures and strategies
- Liaise with other Team Leaders with a view to sharing information about the progress of individuals within the team
- Have a thorough understanding of and ability to execute the disaster recovery plan, should the need arise.
- Approval for Litigation/repossession action within agreed set guidelines
- Authorisation of external company instruction based on recovery collection activity
- Review the collections activity to correctly place agreements in an appropriate work queue
- Prioritise workloads ensuring all agreements are worked and diarized correctly to optimise customer contact rate
- Fee reversal to maximum 50%

**Staff management responsibilities**:

- Team of circa 10 direct reports
- Team Leaders will report into the Director of Operations in the absence of the Customer Support Manager.
- Complete monthly quality control checks and call monitoring. Complete performance reviews with staff.

**Knowledge and Skills**:

- Good working knowledge of motor finance business
- Minimum 3 years call centre experience
- Working knowledge of all regulations relating to collections activity
- Advanced understanding of technologies and MI
- Working knowledge of departmental and business policies and procedures that will support the call centre environment
- Strong motivational skills
- Strong attention to detail
- Excellent team working skills
- Team player with excellent leadership and interpersonal skills.
- Strong verbal and written communication skills
- Ability to communicate with all levels
- Strong influencing and negotiation skills

**- You must act with integrity**

**- You must act with due skill, care and diligence**

**- You must be open and cooperative with the FCA, the PRA and other regulators**

**- You must pay due regards to the interests of customers and treat them fairly**

**- You must observe proper standards of market conduct**

**- You must act to deliver good outcomes for retail customers**

**Job Types**: Full-time, Permanent

**Salary**: £28,000.00-£34,000.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free flu jabs
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Paid volunteer time
- Referral programme
- Sick pay

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Chester, CH4 9RF: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Collections: 4 years (preferred)
- Team Leader: 2 years (preferred)

Work Location: In person

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