Team Leader

Are you an experienced Team leader? Do you have management experience? Are you looking for a new opportunity whereby you can learn and develop? If you’ve answered yes, then you could be the right person to join the dlc Operations team in our Telford office, TF3 4NT

**What you can expect as a Team Leader**:

- Competitive Starting Salary
- Full Time (37.5 hours per week)
- Permanent Contract
- Work from our Telford Office

Not only are we offering a competitive salary, you’ll also be entitled to loads of great benefits including, discount and cash back on hundreds of high-street shops plus much more.

As a Team Leader you will be responsible and accountable for leading and coaching a team of Customer Consultants to deliver business targets (commercial, compliance, efficiency) in adherence to compliance legislation and guidelines and managing them in accordance with the company competency framework, policies, and procedures.

**Key responsibilities include**:

- Ensure your team delivers exceptional performance across a range of operational metrics and take steps to manage and mitigate this when needed
- Ensure via the use of an SME team and peer to peer relationships that there is always appropriate support for Customer Consultants
- Coach and deliver call feedbacks against the business call structure and ensure the best outcome is being delivered to the customer and the business
- Be the first point of contact for your team, setting out a positive team culture
- Ensure best practice people management by conducting all people management related activity for your team. Setting a culture of ownership and resilience within your team and supporting this with formal people management processes where appropriate
- Ensure best practice performance management within your team, knowing how to support with both underperformance and talent management, creating a culture of high performance and coaching your team to success

**We are looking for someone with**:

- The ability to coach and influence others across the organisation to achieve results
- The ability to work on own initiative and as part of a team with proven ability to innovate and deliver change
- Excellent organisational skills to plan each month ahead of time
- A commitment to delivering the right outcome for the business, client and customer and the proven ability to inspire this in others
- The ability to make decisions quickly and confidently
- A commitment to creating the right employee experience through role-modelling positive management culture, managing effective performance and maintaining excellent behavioural standards.
- Excellent communication skills - both written and verbal
- Quality focused attributes and the proven ability to maintain high levels of accuracy
- Self-motivated

**What happens next?**

**About Us**:
We are a leading provider of outsourced credit management solutions, supporting clients from our Shropshire HQ. DLC’s solutions include contingency collections, early arrears outsourcing, trace, litigation, and debt purchase, with services provided to many leading creditors. DLC is a business process outsourcing business offering a range of contact centre and back office financial services to blue-chip organisations - specialising in credit control and receivables management.

We work on behalf of several financial services and motor finance companies managing their Consumer and Commercial customers across both regulated and unregulated financial products.

Being part of Cabot Credit Management, which in turn is part of Encore Capital Group, DLC is at the forefront in helping to shape best practice standards for the industry. We’re part of one of the UK’s largest receivables management groups, ensures we bring together the specialisms of DLC’s tailored operational functions with the core strengths and capabilities of both Wescot and the wider Cabot group.

DLC is authorised and regulated by the Financial Conduct Authority (FCA), an Associate Subscriber to The Lending Code and a member of the Credit Services Association (CSA). DLC is owned by Cabot Credit Management, the UK's leading debt purchasing and servicing group.
- Diversity and inclusion_ _are very important to us at DLC, we value diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone._