Head of Collections

6 months ago

Harlow, United Kingdom CESL Full time

**Hours**:37.5 hours per week

**Shifts**:Between 8am-8pm, Monday to Saturday

**Location**: Harlow

**Reporting to**:Director of Operations

**About Us**

Court Enforcement Services Limited is one of the largest and fastest growing High Court and Civil Enforcement companies in the UK.

Since forming in 2014, we have managed over 100,000 High Court Writs and recovered more than £187 million for our clients. We work with legal professionals and creditors including utility companies, local authorities, businesses and individuals to recover unpaid County Court Judgements (CCJ’s) sooner rather than later.

We are also specialists in property-related enforcement including Commercial Rent Arrears Recovery (CRAR), Forfeiture of Lease and dealing with squatter and trespasser related issues. Delivering an approach that differs from traditional providers or panels we have worked tirelessly to earn our reputation as a leading High Court Enforcement company. We are committed to ensuring that fair treatment is embedded in every engagement with clients, customers and staff and we are also focused on protecting our clients’ brands and reputation.

**Introduction**

As the Head of Collections, you will ensure the smooth running of the Collections Team call centre. You will monitor and manage the team, ensuring they maximise the collection of overdue debt, and optimise service to provide the highest of standards which our clients expect and deserve.

**Core Duties and Responsibilities**
- Identify possible cases of vulnerability and take the correct action.
- Design, execute, develop and lead a professional and competent collections call centre across all products
- Ensuring consistency of treatment of customers across all products, with a focus on ensuring good customer outcomes at all times
- Leading and sponsoring alignment of Training & Competency frameworks for colleagues undertaking collections with the help of the Collections Team Leader
- Shaping Quality Control to ensure that customer outcomes are measured effectively, and that improvements are implemented as required in a consistent manner
- Identify, implement and champion process changes as required, and ensuring regulatory requirements are met
- Shape the management information and reporting in relation to Collection’s activity Effective management of direct reports in line with process and procedures and coach and support Collections Team Leader to do the same by being a great role model
- Proactive resource management, including liaison with external recruitment partners and group partners
- Effective management of telephony systems and associated technology
- Deployment of company Performance management routines as required to get the most from your people to attend client review meetings as and when required. To work with internal stakeholders to ensure that business requirements and initiatives are embedded into contact strategies.
- The management of people in the contact centre, including absence, performance, and conduct

**Training Requirements**:

- Court Enforcement Services system operation.
- Understanding Industry Regulations.
- Attend internal & external training courses, as required.
- Managing people & Leadership.

**Essential Skills**
- Team Player.
- Experience of working within a call centre, control room or contact centre.
- Excellent telephone manner and strong organisational skills.
- Attention to detail.
- An ability to deal with customers professionally, calmly, and tactfully.
- Ability to work in a non-discriminatory manner, in accordance with the Company’s Equal Opportunities & Diversity Policy.
- Can demonstrate integrity and flexibility.
- Ability to deliver results and meet company expectations.
- Leadership experience, managing managers within a contact centre environment ideal.

**Desirable requirements**:

- Strong Microsoft office skills

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

**Salary**: £40,000.00 per year

**Benefits**:

- Casual dress
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Free or subsidised travel
- Health & wellbeing programme
- Referral programme
- Sick pay

Supplemental pay types:

- Quarterly bonus

Work Location: In person

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