Customer Service and Collections Team Manager

**Company Overview:
**Our mission? As an industry leader in the provision of alternative, affordable personal loans, we aim to provide lines of credit to those who have been neglected by mainstream lenders. We are regulated by the Financial Conduct Authority (FCA) and wetake that very seriously. We understand the importance of providing fair and transparent products and services as the key to unlocking a prosperous future for the business.

**The Role:
At Loans 2 Go, you will learn to embrace change and develop your leadership skills, working with and learning from stakeholders at every level of our business.

**A day in the life:
**It’s 07:55am and the team are all ready for your daily team briefing. You have compiled some key points from a collaboration meeting with your Compliance Team counterparts and prepared an engaging and motivating message to be delivered with key takeaways.

At 8am, the team are logged in and ready to work. You have calls to listen to and quality audits to complete so you can deliver feedback and continue shape your team into top-class customer service agents. YCulture is key, so you focus on quality and encouragethe recipient of your recommendations to reach out if they need further help.

During your one to one with a member of the team, they highlight part of a process that they believe might be affected by new FCA guidance.

At 11am, it’s the big one. The Director, and Head of Customer Service have asked to see tangibles on what progress you’ve made with performance monitoring in the last month and to check that you’ve hit your deadlines. You talk them through each team membersindividual challenges, at work, and outside, and highlight your plans to aid their development. You take on their feedback and implement it into your plans after a healthy back and forth.

12pm - lunch.

At 1pm, you’ve scheduled some time for yourself and our Head of Learning and Development to make some tweaks to the customer service workshop you’ve been building. The deadline for the first draft is this time next week, but you do not like to leave it close.

When 3pm arrives, you co-manager covering the late shift takes their break, so it’s your turn to cover the floor and answer queries and questions relating to live, customer accounts. In between queries, you start compiling last month’s KPI figures for theteam that will form the basis of their bonus.

It’s 5pm, and you make a mental note of the team members who should be finished but are staying to put in some extra hours. You reach out to say a quick thank you before logging off for the day.

**What you will be doing**:

- Delivering and logging daily feedback with your team.
- Within 12 months, collaborate on putting together a suite of workshops to aid staff development to be delivered monthly.
- Helping to maintain an enviable work culture that encourages communication and a passion for delivering quality.
- Working with the Head of Compliance to constantly critique and improve our current processes and procedures.
- Clearly communicating important messages daily to a team of 30+.
- Delivering reports monthly to the Head of Customer Service and Collections pertaining to staff development, progression, and innovation.
- Collaborating with managers and heads of other departments during standing weekly and monthly meetings.
- You will have a say in recruitment decisions, being an integral part of the onboarding process.

**What you need to succeed**:

- First-class customer service experience.
- High interpersonal, empathy and relationship building skills.
- Established organisational methods to aid in meeting your monthly cyclical deadlines.
- To be able to take on feedback and put it into action from day one.
- An established track record of developing people and people management skills.
- To be able to inspire change and progress in your team through a process of buying into our departmental goals while living our values.
- A technical eye for processes and procedures in a collections environment.
- Ultimately, you will strive to deliver on the promises that we all make to our colleagues and customers.

**What we will do to help you succeed**:

- Regular check-ins with your line manager for feedback and discussion.
- Annual Appraisal to recognise your achievements and map out your personal and professional development.
- Internal and external training opportunities.
- Freedom to innovate - if you have a good idea and a business case for it, we will give it a shot
- Your own team of Account Managers to impart your experiences and knowledge to.
- Provision of a departmental budget to work from, including spend for rewarding team members for exceptional performance.

**Some benefits we offer**:

- Hybrid Working
- Performance based bonus
- Up to 33 days holiday
- Accrued Holiday Sellback Scheme
- Annual flu jab vaccination
- Milestone Service Reward Programme
- Life Insurance Cover for all employees
- Incapacity Insurance Cover for all employees
- Gym Membership Discount
- Employee Assistance Programme - 24/7 Free and confidential counselling
- Refer-a-friend Scheme with financial incentives.
- Training and advancement opportunities
- Pension scheme

**Shifts**:

- Annual rota alternating between 'early' and 'late' shifts between the hours of 8am-7pm Mon-Fri, with 1 in 3 Saturday shifts required between 9am-2pm (hours worked on Saturdays are given in lieu the week prior)