Job Title: Collections Team Leader

Salary: £30,000 to £32,000

Location: Shirley

Hours: 37.5 hours per week over a 6-day period. Monday to Friday between 8.30 and 19.00 (one hour for lunch) and Saturday between 0900 – 1400.

We are delighted to be recruiting on behalf of our client, a well-respected and long-established financial services company based in Solihull who is currently recruiting for the next talented and experienced candidate to join their innovative and energetic team.

This is a superb opportunity for you if you’re a customer-focused financial services professional with a great leadership style, to take your next step with a company that celebrates their employees’ efforts.

Ideally suited for someone who has knowledge of regulatory requirements within the financial sector and experience of supervising, coaching and providing feedback, to lead a team of collections agents.

Purpose of the role
The purpose of the role is to lead, coach, motivate and develop a team of people to ensure they meet individual and departmental objectives.

You will be expected to and encouraged to drive a culture where full focus is placed on delivering fair customer outcomes, whilst adhering to regulatory and legislative requirements.

Key Duties:

• Develop and coach individuals to ensure knowledge, skill and confidence levels are appropriate to achieve quality objectives and personal development objectives
• Embrace and embed changes to policy and procedures to ensure team can deliver the most appropriate outcome for the customer
• Manage the performance of individuals by utilising the monthly one to one feedback
• Monitor and manage staff performance / conduct, up to and including investigation stage in line with capability policy
• Monitor team performance / produce regular MI to ensure individual and departmental objectives are achieved
• Handle escalated calls from customers to ensure that complex queries and complaints are handled swiftly and effectively by making decisions on the correct course of action for an account
• To comply with the Regulation/Legislation required within the department
• Motivate individuals and the team to generate a positive, working environment and produce work of a high standard
• Communicate with internal and external contacts, building rapport and relationships as appropriate to raise the profile of the team
• Consistently apply the HRE procedures including absence management procedures to minimise/control absence levels within the team

Key Skills/Experience Required:

• Possess excellent supervisory skills with the ability to delegate, lead and develop
• Strong interpersonal, organisational, written and verbal communication skills
• Integrity, respect for confidentiality, sound judgment and decision-making skills
• Proactive approach, self-motivated and willing to acquire new skills
• Strong business awareness and excellent risk management skills
• Ability to adapt to change and remain calm under pressure
• Grade C or above GCSE (or equivalent) in English and Mathematics and experience of supervising, coaching and providing feedback to employees

In return for your hard work, you will earn a starting salary of between £30,000 and £32,000 plus excellent benefits.

For more information, or to apply for this vacancy, please get in touch. 0121 296 5766 or email careers@morganparkes.co.uk

Morgan Parkes Recruitment Ltd operate in the UK and can only process applications from candidates who are currently eligible to live and work in the UK. We operate a strict equal opportunities policy.

Personal data you supply will be used for contacting you via telephone or email about our service. Your data will be kept securely and retained in line with GDPR regulations. You have the right to withdraw your consent to the use of your personal data for the specified purpose at any time.