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For Companies At a Glance
- Tasks: Lead a dynamic team in high-volume collections and ensure top-notch service delivery.
- Company: Join DWF, a leading global provider of legal and business services.
- Benefits: Enjoy hybrid working, competitive salary, and a commitment to diversity and inclusion.
- Why this job: Make a real impact by developing client relationships and leading a motivated team.
- Qualifications: Experience in supervising teams and collections; strong communication skills required.
- Other info: Flexible working environment with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Overview
The Recoveries team at DWF are looking for a Collections Team Leader to act as operational lead in a volume Pre Legal Collections and Civil Recovery Department. This role will involve supervising and supporting Collection Specialists and Lead Collection Specialists in accordance with client service level agreements, DWF values and compliance policies, and best practice. While also acting as a responsible representative of the business and contributing, wherever possible, to the success of the business through the ongoing development of client relationships. The role is based within our Leeds office and offers the flexibility of hybrid working with 3 days per week in the office and 2 days per week at home.
Responsibilities
- Lead and manage the effective operations of a high-volume Pre-Legal Collections and Civil Recovery department, ensuring excellent people management, service delivery, regulatory compliance, and operational performance while working efficiently within the Case Management System to meet fee targets.
- Act as a key client contact, attending client meetings/reviews (in person or via Teams), supporting MI compilation and analysis for performance reviews, completing routine monthly billing and cash collection, and ensuring all business procedures, manuals and core materials are adhered to.
- Oversee team compliance, quality and dispute/complaint escalation, acting as the referral point for complex queries, ensuring correct application of TCF/Vulnerability and complaint-handling standards, and maintaining full client confidentiality.
- Manage call-quality frameworks, including call-recording oversight, regular monitoring/scoring, training delivery and maximising telephony systems for reporting, development and operational insight.
- Drive people leadership, including supervision of hybrid teams, recruitment, rotas, holidays, HR/performance matters, 1:1s, team meetings, bi-weekly scrum calls, and embedding the firm’s performance cycle, values, CSR, D&I and ‘winning’ behaviours.
- Promote high performance, service excellence and positive culture, delivering continuous training, knowledge sharing, coaching and motivation to support staff development and strong customer/client outcomes.
- Ensure high-quality case progression and operational delivery, prioritising workloads effectively to meet client SLAs and deadlines while supporting enhancements to the Case Management System through workflow development, testing and process improvement.
- Collaborate with Senior Paralegals and Management to measure compliance, quality and outcomes, ensure effective supervision of hybrid teams, and maintain strong communication flow across operational structures.
What will help you succeed in this role?
Essential
- Experience of supervising work and leading teams is essential.
- Collections & Recoveries experience or previous supervisory work in a call centre/customer services focused environment is essential.
- Previous experience of managing agile teams desirable.
- Intermediate level skills in IT, particularly Microsoft Excel and in undertaking administrative activity.
- Excellent communication skills with a professional approach to clients/customers and direct reports.
- Ability to solve problems and queries effectively and pay attention to detail – adhering to the requirements of operating in a regulated environment.
- Previous experience of working in a commercial environment.
- Ability to prioritise and organise a busy high volume workload.
Desirable
- Previous experience of managing agile teams.
What we offer?
We are committed to ensuring that each member of our team feels valued and duly rewarded during their time at DWF. We are an equal opportunities employer that celebrates diversity and we are committed to creating an inclusive environment for all. We aim to create a positive experience for all candidates and offer any adjustments or additional support needed. If you’re excited about the opportunity but your experience doesn’t align perfectly with all the requirements, please apply anyway. You may be the right candidate for the role or others across the wider team.
About us
DWF is a leading global provider of integrated legal and business services. We empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.
Collections Team Leader in Leeds employer: DWF Law LLP
Contact Detail:
DWF Law LLP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Team Leader in Leeds
✨Tip Number 1
Get to know the company inside out! Research DWF's values, culture, and recent news. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the role of Collections Team Leader. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit for the team.
We think you need these skills to ace Collections Team Leader in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and any relevant collections or recoveries work you've done. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Collections Team Leader role. Share specific examples of your past successes in managing teams and improving processes, so we can see your potential.
Showcase Your Communication Skills: Since this role involves a lot of client interaction, make sure your application showcases your excellent communication skills. Whether it's through your CV, cover letter, or any additional documents, let us know how you effectively engage with clients and colleagues.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at DWF!
How to prepare for a job interview at DWF Law LLP
✨Know Your Stuff
Before the interview, make sure you understand the role of a Collections Team Leader inside out. Familiarise yourself with DWF's values, client service level agreements, and compliance policies. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in supervising teams and managing high-volume workloads. Prepare specific examples of how you've led teams to success, handled disputes, or improved processes. This will highlight your ability to drive performance and foster a positive culture.
✨Communicate Clearly
Excellent communication is key in this role. Practice articulating your thoughts clearly and professionally. Think about how you would explain complex queries or compliance issues to clients or team members, as this will be crucial in your day-to-day responsibilities.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Prepare for scenarios related to managing hybrid teams, handling complaints, or prioritising workloads. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
