Customer Financial Support Team Leader

5 months ago

Chester, United Kingdom Specialist Motor Finance Limited Full time

Specialist Motor Finance offer hire purchase agreements to customers who are not accepted by the mainstream lenders through a panel of motor introducers.

**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 Customer Finance Support 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.

**SPAN OF CONTROL**:
**Staff management responsibilities**:
Direct reports from current team.

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.

**Relationships**:
**Internal**

Director of Operations, Customer Support Manager, Customer Services Team, Underwriting Team, Customer Resolution Team

**External**

External Service providers and recovery agents

**To be successful in this role you will need**:
**Knowledge**:

- Good working knowledge of motor finance business
- Minimum 3 years call centre experience
- Working knowledge of all regulations relating to collections activity

**Skills**:

- 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

**Attitude**:

- 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.

**The benefits of working at SMF**:

- Pension scheme
- Employee referral programme
- Perks at Work
- Above and Beyond awards
- Income protection scheme
- Employee of the Year
- Long Service awards
- Discretionary annual bonus
- Life assurance
- Discounted gym membership
- Training and exam sponsorship
- Employee assistance programme
- Paid volunteer days
- Purchase additional annual leave.
- Social events

**Hours of work**: We operate Monday to Friday between the hours of 8am -7pm (On site shift pattern) + 2 Saturdays (ho

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