Senior Collections Supervisor

14 hours ago

Welwyn Garden City, United Kingdom Insurance Collections Bureau Ltd Full time

**Working Pattern**
- Monday to Friday 12:00 to 18:00

**Scope of the Role**
- To work in a high paced, high volume debt environment for a leading Debt Collection Agency
- To manage a portfolio of High Value accounts across the insurance industry
- To deliver against metrics within the Key Performance Indicators (KPIs)

**Purpose of the Role**
- To improve the monthly cash collection figures, whilst reducing our debt book position against multiple clients
- Provide support and guidance to the Collection Agents
- To ensure that customers are treated fairly at all times, adhering to all regulatory guidelines
- To deliver an excellent customer experience and journey to our customer base through verbal and non-verbal interaction
- To utilise tools available to deliver collection strategies that will maximise collections
- To escalate non-paying accounts through to litigation
- To identify trends on performance and improve propensity to pay metrics
- Provide coaching to new starters.

**Key Responsibilities of the Role**
- To meet all KPIs to ensure business growth and [profitability
- To manage and work the High Value portfolio (accounts in excess of £1k), ensuring that all contacts adhere to the call quality measurements
- To manage customer communication channels to improve customer contact rates and overall team performance
- To deliver and exceed monthly cash collection targets as expected by the business
- Profiling debtors using internal and external tools to improve connectivity with customers
- To manage and exceed customer expectations through individual interactions
- To build Client relationships with key suppliers
- Taking ownership and using your [] to resolve customer queries and disputes
- To support the operational team/s when necessary
- Provide shadowing and coaching to new employees during and following their induction

**Skills & Experience**
- Experience of Credit Control/Collections is essential
- A good understanding of the litigation process
- Proven track record of working with B2B and B2C strategies
- Strong customer focus and good telephone manner with strong negotiations skills
- Ability to communicate professionally with customers and colleagues
- A desire to helps others work towards targets and develop their skills
- Ability to manage change
- Confident and good business sense
- Ability to remain calm when under pressure
- The ability to set, meet and exceed targets
- Good understanding of FCA and ICO regulations

**Job Types**: Part-time, Permanent
Part-time hours: 30 per week

**Salary**: £25,000.00-£30,000.00 per year

**Benefits**:

- Free parking
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Work Location: One location

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