Revenue Recovery Team Leader

We have an exciting opportunity for a Revenue Recovery Team Leader to be based at our National Call Centre in Birchwood.

Reporting to the Head of Customer Operations, you will be responsible for maximising revenue recovery, abortive journey recovery and query resolution through the Daily management, motivation, and leadership of a UK team.

**Responsibilities include**:

- Overseeing the day-to-day teams' operation and performance.
- Day book Management including accurately capturing payment types.
- Abortive Journey Management
- Cis - End to end management.
- Fuel recovery management
- POs entry & PO enquiries / escalations.
- Dispute Management - Case resolution / escalation sign off
- Provide escalation support to a team whose purpose is to manage and drive the revenue recovery for the UK
- Reporting - Proactive engagement to accurately capture areas of concerns and celebrate success.
- Liaise with each engineering and transport function within the UK business including key stakeholders to secure all charges efficiently and within business SLA’s
- To effectively engage and manage direct reports in all recovery related tasks and report their effectiveness via reports and MI
- Identify team member's development areas and spend time coaching, developing and motivating individuals, in conjunction with training provided by the training team
- Ensure the accuracy of information entered to minimise disputes and maximise business efficiency.
- Conduct outbound calls to customers to ensure queries are resolved and ensuring customer service is always maximised.
- Contribute to the transactional activities of the team to ensure revenue targets are met
- Ensure the adherence to all company quality standards including management systems and the IT platform to ensure the accuracy of data capture to minimise the delivery issues and customer disputes.
- Collate and analyse quote/order data to provide regular updates to Manager and ensure KPI’s are being met.
- The role and duties will evolve with the customer journey and associated responsibilities.
- Any other ad hoc duties requested by reasonable management request.
- Proactive, high energy team leader, willing to go the extra mile to do a good job, with a “can do” attitude.
- Ability to create a strong team environment to motivate your peers.
- Innovative thinker, with an ability to think outside the box.
- Adapt well to change
- Ability to coach and provide feedback to team
- Passionate about maximising revenue opportunities
- Ability to conduct customer needs analysis using different questioning and listening techniques.
- Able to balance a customer-oriented and a results-driven approach.
- Focused on quality and accuracy of data captured.
- Excellent telephone manner with the ability to keep calm under pressure.
- Builds rapport with customers in a professional manner.
- Strong verbal and written communication skills.
- Confident with technology with working knowledge of Excel, Word & Teams

**In return you will receive**:

- Up to £25,000 per annum
- 25 days annual leave plus bank holidays
- Westfield Health Cash Plan
- Auto Enrolment Pension Scheme
- Life Assurance
- Lifestyle Benefits - Discounts on selected High Street Stores

Part of the Loxam Group, Nationwide Platforms are the UK's market leader in powered access with a fleet of 13,500 machines operating from 32 depots across the country, we have the operational capacity, experience and expertise to fully satisfy our customers working at height needs.

Employing 1,100 staff across the UK, we have an established workforce which supports an inclusive and diverse organisation. Nationwide Platforms strongly believe that equal opportunities for our existing and prospective employees is important, and continues to build upon our culture of respect, teamwork and excellence.

We pride ourselves on putting health and safety first in all of the products, services and support we provide. This all-embracing commitment to welfare and wellbeing is epitomised by our “Your Safety, Our Priority” programme.