Credit Control Team Leader in Sowerby Bridge

The Team Leader is responsible for the performance of credit controllers and senior team members within their line management, and for their teams' contribution towards departmental objectives in Credit Control. You will drive individual and team performance with attention to engagement, performance, professionalism, productivity, team development and living the JLA values.

You will conduct 121s with your team, using coaching techniques to encourage development and respond to wellness/engagement issues, along with any additional support needed. You will review workload and create an agreed plan centred around team and individual targets and development opportunities. You will lead buzz sessions with the team to engage and update them on key messages.

Ensure the aged debt profile is as low as possible and have plans to reduce it where applicable. Forecast upcoming payments in line with objectives. Create a weekly plan to meet department targets, shared and agreed with the Credit Control Manager. Report on and discuss team performance with the Credit Control Manager. Schedule daily buzz sessions with the team and regular buzz sessions across JLA. Influence other teams in the cash-to-order process by collaborating with stakeholders across JLA. Schedule meetings with colleagues in other teams to share best practice and provide feedback on team performance.

Ensure setup of new direct debits and reinstatement of cancelled direct debits. Ensure unallocated cash is managed and allocated to customer accounts. Ensure all escalations are addressed and contact is made with the customer where these cannot be resolved by the Credit Controller or Senior. Ensure the query process is used correctly and regularly reviewed with a plan to keep outstanding queries to a minimum. Carry out monthly 121s in line with department objectives. Ensure all ledgers have a Credit Controller assigned and that the credit policy is followed for credit approval. Ensure the team use automated chasing methods to collect payment where applicable (e.g., due reminders, dunning letters). Minimise data integrity risks across the team (customer data, GDPR risks, etc.). Support the implementation of new systems. Ensure the legal referral process is followed and aim to avoid referrals through proactive management of customer accounts. Ensure customer communication reflects JLA values of commitment and care, and respond in a timely manner to address requests and issues. Create a culture of continuous improvement by identifying opportunities and working cross-department to implement change. Collaborate with other teams to reduce the volume of credit requests caused by internal errors. Manage team email volume, admin tasks and telephony/customer communication methods.

People Management

Set a culture of effective people management. Set clear objectives and targets for team members and provide regular feedback on performance. Manage performance across the team to achieve targets in line with department goals. Manage employee relations issues in line with business policies. Coach and develop the team to perform at a high level and maintain knowledge of business products. Address training and development needs and ensure teams have a personal development plan.

Managing Risk

Be aware of operational and regulatory risks that may impact your role. Report any risk to your line manager that may impact the business.

Criteria Knowledge and Skills

• Demonstrated history of meeting targets consistently.
• Ability to demonstrate effective debt management towards timely resolution.

Experience

• Experience of supervising and coaching team members, and highlighting/processing defaults where necessary.
• Experience of updating and maintaining clear customer activity notes in a finance system.
• Good knowledge of MS Excel.
• Experience of working in a busy office environment and meeting tight deadlines.
• Minimum 1 year of experience in a similar role.
• 3+ years’ experience in managing high-value customers.
• 3+ years’ experience in managing low-value, high-volume accounts.
• Advanced knowledge of Excel, with the ability to use Lookup and Pivots for reconciliation tasks.
• Experience of change management / process improvements.

Personal Qualities

• Able to work well under pressure and prioritise own workload.
• Capable of being personable and firm with clients to resolve issues and collect money owed.
• Excellent attention to detail and high accuracy.
• Able to cope with multiple priorities and changing environments.
• Excellent communication and relationship-building skills.
• Positive and flexible approach to work.
• Strategic thinking with the ability to approach stakeholders with new ideas.

About Our Business

JLA is a mission critical infrastructure solutions business offering Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning. The company offers an end-to-end, on-premise machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world-class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with daily with customers.

When you join the JLA family, you'll also gain access to an extensive benefits package. We care about our people and offer tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you. We offer up to 8 counselling sessions, which can be in-person or remote. You can reach fitness goals with our free onsite gym at head office along with gym membership discounts. We provide financial support including life assurance, company sick pay, and a company pension scheme, plus benefits such as free parking, eye care vouchers, cycle-to-work scheme, and staff discounts. We pride ourselves on a healthy work-life balance with 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies. We offer career development and training, with a Refer a Friend scheme that can earn up to £1,000 in bonus rewards.