Collections Manager
Toyota Financial Services PLC, Ewell, Surrey
Collections Manager
Salary not available. View on company website.
Toyota Financial Services PLC, Ewell, Surrey
- Full time
- Permanent
- Onsite working
Posted today, 1 Nov | Get your application in now to be one of the first to apply.
Closing date: Closing date not specified
job Ref: 601c02834372442391f050b97a6ae229
Full Job Description
- Leading and motivating the Customer Care Hub to optimise performance and encourage professional and personal growth.
- Fostering a positive work environment that encourages teamwork, collaboration, and continuous improvement.
- Overseeing the complaints handling process, ensuring issues are dealt with promptly and efficiently in compliance with relevant regulations and internal policies.
- Supporting the effective management of customers in financial difficulty by championing a customer-centric approach and ensuring high quality levels are maintained across the team.
- Establishing, monitoring and reviewing key performance indicators and service levels for the Customer Care Hub team.
- Conducting regular meetings with team members to discuss progress, share updates and plan future actions.
- Liaising with key internal teams, such as Quality Assurance and Compliance, to respond and adapt to changes in regulatory requirements How you could stretch this role:
- Identify opportunities for policy and process enhancements to improve service and quality levels, encouraging an environment of continuous improvement.
- Collaboration with other departments to ensure cohesive and efficient operations throughout the customer journey (for example, developing digital communication channels).
- Lead and manage projects aimed at improving efficiency, effectiveness, customer satisfaction and retention., Leading a dynamic team that plays a pivotal role in the significant function of delivering good customer outcomes.
- Working within a dynamic and fast-paced environment that encourages personal development and fosters growth.
- Confidence in making critical decisions and liaising with key stakeholders across the company.
- Supportive working relationships with senior management and fellow team members. What you'll get to own:
- Acting as the single point of contact for the Customer Care Hub for all key stakeholders across the One Toyota' entities (UK Toyota group colleagues).
- Leadership of both the complaint handling and the customer collection process.
- Management of team performance, quality, trends identified through root cause analysis and areas of improvement across both services.
We are looking for an experienced individual to join us, working in a newly created role, where you will look after a department of collections and complaints specialists. A newly created position, we are looking for an individual who has experience in leading, managing and motivating teams, can work in an ever-changing environment, and help implement further new processes with a focus on good customer outcomes. We are looking for those who are driven, with a strong background gained in collections, recoveries, arrears, complaints and relations., - Strong team management skills with a keen ability to coach, mentor and develop staff under a fast-paced regulated work environment.
- In-depth understanding of Consumer Duty and complaint handling regulations.
- Excellent verbal and written communication skills.
- Competencies in project management and cross company collaboration., Proactive and self-motivated, able to work productively under your own initiative.
- Ability to develop and maintain strong relationships with team members, promoting an inclusive and positive working environment.
- Strong organisation and time management skills.
- Resilience and flexibility in pressurising work situations.
- Fostering a culture that enables team members to strive and grow.
In return you can expect to receive a competitive salary, coupled with an approachable and friendly work culture with a fully inclusive benefits package.