Collections Team Manager

The Collections Team Manager is accountable for leading all aspects of the assigned teams' performance, including proactive monitoring of performance against internal and client Service Level Agreements and Key Performance Indicators in a fair and compliant manner, to deliver excellent customer outcomes. The Team Manager will drive the Contact Centre collections performance via feedback and coaching, regular 1-2-1s and collaboration with our Quality Assurance team. The role holder is also accountable for all the usual aspects of people management, such as absence and agent adherence. Your Tasks

• Maintain oversight of call monitoring, coaching and feedback for your team in accordance with agreed frameworks, encouraging their personal development.
• Conduct regular one to ones and appraisals with all team members.
• Effectively manage the team's performance to ensure KPIs and SLAs are achieved in line with business objectives.
• Support and develop the Senior Agents to ensure they can undertake key responsibilities in the event of absence.
• Work with Quality Assurance, attending regular calibration sessions to ensure alignment and monitoring against effective customer outcomes.
• Review daily, weekly and monthly MI, to report to the Contact Centre Operations Manager highlighting key results and proposing actions to address any underperformance.
• Proactively manage agent absence, sickness and schedule adherence.
• Identify collections opportunities and initiate appropriate collections activity or changes.
• Deputise for the Dialler Manager where required and ensure daily, weekly and monthly campaigns run smoothly to completion.
• Monitor the effectiveness of existing processes and suggest or implement necessary improvements when required.
• Hold regular team meetings/briefings to update the team on progress and any changes, and cascade other forms of communication as and when required.
• Attend client and management audit meetings in the absence of the Contact Centre Operations Manager.
• Manage own workload autonomously with line manager informed of progress through open communication channels.
  
  We are looking for candidates with proven leadership and communication skills in a similar environment, to strengthen our small but vitally important debt recovery and litigation contact centre team. Our work is challenging and always interesting, so a knowledge of the consumer or commercial debt recovery and litigation lifecycle would be a distinct advantage., Confident management style with a proven track record in effectively managing larger, high-performing teams.
• Similar contact centre experience, with a good understanding of consumer and/or commercial pre-legal and post-litigation debt collection processes in a regulated environment
• Strong verbal and written communication skills.
• Excellent analytical and problem-solving skills, with the ability to influence results and drive positive change.
• High-energy and results-focused - committed to the values surrounding outstanding service delivery through effective people management.
• Quality driven, with an understanding of the importance of the Consumer Duty in achieving excellent customer outcomes.
• Understanding of workload planning, organising and objective setting skills, with an emphasis on fairness and consistency.
• Ability to multi-task and work on your own initiative making informed decisions within area of responsibility.
• Familiarity with dialler software and dialling strategies would be advantageous.
  
  As one of the UK's largest law firms dedicated to debt recovery, we play a crucial role in delivering real commercial results while preserving customer relationships. Recognised annually as one of the top-tier firms in the UK by The Legal 500, we are part of the Arrow Global Group, operating in five geographies with over 9 million customer accounts.
This is an opportunity to join an organisation committed to a personalised, client-focused service. Our office is in Leeds city centre, offering proximity to local amenities.

Hours of Work: 35 hours per week (Between the hours of 08:00 - 18:00, Monday to Friday) with a 1-hour unpaid break for lunch. Salary: Up to £40,000 per annum (dependant on experience), We offer a competitive salary and benefits package, including an excellent annual bonus scheme:
• 25 days holiday + bank holidays
• Length of service holidays (1 day per year up to 5 years)
• Life assurance (4 x annual salary)
• Company sick pay
• Income protection
• Private medical insurance
• Cycle to work scheme
• Pension scheme matching 5%
• Employee Assistance Programme
• Flexible benefits including dental plan, gadget scheme, buy and sell holidays, gymflex, and give as you earn.
We have an employee recognition scheme and a charity foundation allowing employees to nominate registered charities for donations. Apply now to shape your career path and join our talented teams. Benefit from fantastic training, support, and a great working environment. Please note - we are an equal opportunities employer, authorised and regulated by the Solicitors Regulation Authority and Financial Conduct Authority. Pre-employment screening includes credit, fraud, criminal record, and 5-year reference checks.