Credit Control Delivery Manager

7 days ago

Manchester, United Kingdom Portfolio Credit Control Full time

The Portfolio Group are sourcing for an exceptional Customer services manager with a proven track record of training and development of large teams, alongside continued client services support surrounding quality of calls and customer feedback. This rolewill require significant interaction with senior stakeholders across the Group, this role will ensure all our Credit Control teams deliver the quality of client service required to ensure they are key contributors to the Group's client retention initiative.

**J ob Overview**:
Reporting to the Group Head of Credit this role is key to minimising the attrition of both our client base and Credit Control Members by providing a framework of continuous support and development for the teams. Face to face training and feedback will berequired, so the role involves frequent travel.

**Key Responsibilities**:

- Continuous improvement and training within the Credit Control team.
- Overall responsibility for the development, training and quality of service delivery of the UK and Ireland Credit Control Teams with strong focus on call quality and the implementation of a structured call model.
- Deliver both virtual and F2F training and maintain the Credit Control onboarding programme and ongoing training schedules, including liaising with the CICM for the provision of suitable training modules, to provide outstanding client service.
- Support development of the reporting suite and relevant KPIs and SLAs to enable tracking of quality of service delivered.
- Ensure both individual and team productivity and quality of service delivery meets or exceeds the requirements of relevant KPIs, and SLAs set for the Group Credit Control Teams.
- Analyse complaint 'Trends and themes' to identify where recurring service quality issues arise, provide root cause analysis and the implementation of corrective actions.
- Review sample accounts before being passed to Retention and as part of Litigation process to ensure contact activity remains at expected levels, system notes are comprehensive, and the correct decision process is being applied.
- Provide input into Team Seniors' and Credit Controllers annual/half-year appraisals, providing clear objectives and goals for the quality-of-service delivery.
- Liaise with Sales, Client Experience, Advice, Retention and other relevant functions across the Group to ensure the teams stay up to date with new products and services offered to the client base.

The above is not an exhaustive list and the role will be expected to perform different tasks to support the changing demands of the function and the overall business objectives of the growing business in question.

**Role Metrics**:

- Weekly Team Productivity reporting against SLAs/KPIs with completed/proposed actions to the Group Head of Credit and relevant Finance Heads where underperformance identified.
- Weekly summary of call listening exercises completed, score summary and completed/proposed actions for improvement to the Group Head of Credit and relevant Finance Heads.
- Monthly reporting of all Payments Teams related client complaints.
- Six monthly inputs into the performance reviews of all Payment Team Leads/Snrs, annual input for Payment Team Members.

**P969495CV**

**INDPENS

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