Collections Team Leader

5 months ago

Sevenoaks, United Kingdom Blue Motor Finance Ltd Full time

**Customer Management at Blue**

Collections at Blue are responsible for helping our customers that are not able to meet the financial obligations of their agreements with us. We work with the customers, ensuring we put their needs first and balancing this with the business requirements, as well as recognising any vulnerabilities. The Collections team are part of the wider Customer Management department, and work closely with Recoveries, Customer Service and Complaints to provide an excellent service to our customers.

**Overall purpose of the role**

This role is key to the continued success of Blue Motor Finance, supporting the Operations Manager in leading our internal Collections department to achieve agreed KPIs whilst adhering to standards & policies set out by Blue.

Reporting to the Operations Manager you will be responsible for the day to day management of the Senior Collections Account Managers.

You will effectively support across both the Collections and Recoveries functions in a professional and effective manner ensuring fair customer outcomes and ensuring that the performance targets are achieved and opportunities to improve are identified.

**Key responsibilities and accountabilities**
- Be the point of reference and support for the team
- Training and ongoing coaching of new and existing employees
- Holding and documenting probation & periodic performance reviews
- Ensuring Rota and absence policies adhered to and absence /timekeeping issues are recorded accurately via People HR
- Ensuring Collections KPIs are met by utilising cover / shift patterns / holiday / leave
- Management of the Talkdesk phone system to ensure maximum cover is available whilst providing clear and succinct daily reporting to evidence controls are in place
- Run regular and ad hoc reporting make sure all team members are meeting the departments required KPIs both in administrative tasks and telephony requirements
- Communication and preparation of team tasks and meetings
- Liaising with other Team Leaders to ensure equal distribution of information and support cover is provided where and when possible
- Management of all administrative tasks required within delinquency management
- Recommend potential procedure changes by collecting information and suggesting change to the Operations Manager
- Liaising closely with other departments as necessary
- Adhering to company policies and procedures and maintaining updated documentation
- To keep up to date with the companys products and policies
- To present the company in a professional and confidential manner at all times
- To pay due care and attention to your own and others health and safety at all times
- Be responsible for full department management in absence of the Operations Manager

**Compliance and regulation**

Develop and maintain a full understanding of the Companys compliance requirements (including the Financial Conduct Authoritys Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements.

Act to deliver good outcomes for our customers and understand how this requirement specifically applies to your role at Blue.

**Person specification**
- Demonstrable experience of managing high performing teams, or leading within a senior role, preferably within an FCA regulated environment
- Good team player, flexible and able to work on own initiative
- Strong interpersonal skills, able to establish effective working relationships at all levels
- Comfortable identifying and raising issues, particularly where driving good outcomes for customers are concerned
- Appreciates the importance of accuracy and attention to detail
- Demonstrates a sense of urgency and good work ethic
- Ability to work with competing deadlines and priorities
- Resilient, not derailed by a setback and returns to a high level of performance quickly
- Excellent customer service skills and awareness of the importance of the customer
- Comfortable and competent with MS Office
- Professional and well presented

**Additional requirements**
- Office hours are between 8am-7pm; Saturday 9am-1pm (time off in lieu), you should complete 7.5 hours a day, covering core working hours to best support your team members
- Hybrid working available after training completed (3 days in the office as a minimum)
- This document is neither contractual nor exhaustive and may be amended to meet the needs of the business. Where possible this will be done in consultation with the job holder
- From time to time, and within reason, you may be required to carry out tasks that fall outside of your positions remit
- From time to time, and within reason, you may be required to work outside of your standard contracted hours
- As part of your on-going development, you may be required to undertake training in order to meet the requirements of your role.
- Due to our remote location and lack of public transport it is suggested that you are a driver and are able to get to our offices in S

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