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Junior Team Leader

3 months ago

Blackpool, United Kingdom Perch Group Full time

**ACI-UK are authorised and regulated by the Financial Conduct Authority and we’re searching for an amazing Team Leader to join our established and high performing team**

We reach our customers by telephone and through a range of digital technologies, to help them find affordable and sustainable solutions to managing their debts. We’re seeking a Junior Team Leader to join us on full time hours based in our Blackpool office, conveniently located off the M55.

**Responsibilities**:

- Checking and measuring progress of new trainees once they join the collection floor.
- Manage team and own time effectively to achieve objectives set.
- Assist in the monitoring of both inbound and outbound calls.
- Manage holiday and cover in the team to ensure that adequate resource is available to provide an excellent customer experience.
- Identify areas of development and coach case managers accordingly or make request for support through training through line manager.
- Lead by example and set expectations that represent our business culture and ethos.
- Work with HR/Training to provide development plans for future business needs and recognised as a people builder.
- Use a variety of methods to communicate effectively with your team including, 121’s, huddles, team meetings and written communications.
- Develops and implements team activities and incentives that engage and drive success.
- Recruitment, development and retention of individuals to build a high performing and effective team.
- Undertake performance reviews for the team on a monthly, quarterly and yearly basis.
- Monitors adherence and makes recommendations for improvement as appropriate (on P&P’s, SOPS and TCF)
- Assisting, motivating and developing team members by evaluating job performance and identifying training requirements
- Responsible for oversight and allocation of work and collection campaigns to meet, daily, weekly and monthly targets

Also responsible for identifying and managing under-performers and provide intensive coaching to help them achieve company targets and individual goals.

**Experience**:

- Previous experience in collections and working in an FCA regulated and OFCOM environments (D)
- Team leader or manager experience (E)

**Key Knowledge and Skills**:

- FCA/ Ofcom
- Collections process
- Customer engagement
- Strong organisational skills and a keen eye for detail
- High level of computer literacy, coupled with analytical skills
- Excellent communication
- Proven leadership
- Coaching/ mentoring
- Willing to take on appropriate qualifications
- High degree of tact and understanding people and situations.
- Empathetic
- Excellent time management
- Problem solving
- Fact finder

**Salary**: From £26,500.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Work Location: In person

Application deadline: 12/04/2024