Collections Team Leader

As a Team Leader within the collections department, you will help to build and manage the team that recovers debt across our client base. You will ensure the team maximise the collection of overdue debt and will be responsible for ensuring members are efficient, organised and fully skilled to meet their work objectives.

Working within our busy call centre, you will have the ability to answer a high volume of inbound calls each day, in a polite and efficient approach.

Core duties & Responsibilities:

Process inbound calls, in accordance with agreed SLA''s and documented guidelines.

Treat all callers professionally and within legislation and codes of practice.

Collect payments, on behalf of our clients.

Negotiate and set up payment arrangements, in line with client criteria.

Identify possible cases of vulnerability and take the correct action.

Liaise with other departments and field staff, where required.

Undertake any specialised tasks, to promote improved cash flow.

Complete outbound and credit control calls, as directed.

Update the CMS with accurate call notes and carry out all associated actions.

Deal with account queries and verbal complaints, obtain full details, then pass them to relevant department.

Follow established collections processes and procedures.

Take escalated calls and complete call back requests.

Plan the team''s workload and assign responsibilities for action.

Organise the collections teams shift rota, ensuring cover is always available.

Provide adhoc support to the Collections Manager and cover in their absence.

Collate Management STATS.

Assist with recruitment and training of new staff.

Assist with the delivery of performance, against targets.

Essential requirements:

Previous Team Leader or Supervisor experience.

Minimum of 2 years'' experience of working within a call centre, control room or contact centre.

Excellent telephone manner and strong organisational skills.

Attention to detail.

Good working knowledge of Microsoft Office applications.

An ability to deal with customers professionally, calmly and tactfully.

To always maintain strict confidentially.

Ability to work in a nondiscriminatory manner, in accordance with the Company''s

Equal Opportunities & Diversity Policy.

Can demonstrate integrity and flexibility.

Ability to deliver results and meet company expectations.

Desirable requirements:

Experience of working within Enforcement industry.

Qualifications:

Good level of general education to GCSE''s or GNVQ/NVQ qualification or equivalent.

Training requirements:

Operating Case Management System.

High Court training.

Understanding Industry Regulations.

Attend internal & external training courses, as required