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- Tasks: Lead and motivate a team of call centre operatives in debt collection.
- Company: Join one of the UK's largest enforcement agencies with a strong reputation.
- Benefits: Enjoy a salary up to £40,000, company pension, life assurance, and 28 days leave.
- Why this job: Make a real impact by improving team performance and customer satisfaction in a modern office.
- Qualifications: Experience in team management and knowledge of the debt recovery industry required.
- Other info: Office-based role with daily refreshments and on-site parking.
Do you have experience managing a team in a call centre environment? Do you have knowledge of the debt recovery industry? If so, then this is the job for you!
Our client are one of the largest enforcement agencies in the UK and are looking for an office based Collections Manager to lead a team of call centre operatives who are collecting debt over the phone.
Benefits
- Basic Salary of up to £40,000 per annum
- Full Time Permanent Role
- Company Pension Scheme
- Company Life Assurance Plan
- Daily Refreshments on Offer
- Modern Office Environment
- On Site Car Parking
- 28 Days Annual Leave including Bank Holidays
Duties
- Responsible for the management of a team of collectors and all aspect of their performance, resolving issues as they arise.
- Lead, motivate and manage collectors both individually and as a team, to achieve set targets, objectives & timetables utilising documented 1-2-1’s, coaching, sampling and feedback.
- Set, communicate, and monitor revenue targets daily / weekly / monthly for both individual collectors and the team.
- Performance manage any collector who has not met performance or revenue delivery through the contact centre performance management process.
- Monitor contact centre dashboard ensuring delivery of business objectives through SLA's and KPI's, ensuring calls are answered professionally and in line with company procedures, exceeding customer expectations.
- Work closely with dialler / campaign managers to ensure call demands are being met.
- Use all data available to understand and address key issues and trends such as call abandonment, calls waiting, call avoidance etc taking a robust approach with under-performers.
- Maintain collectors’ attendance to ensure SLA’s are not compromised, liaising with the companies HR department in line with company procedures.
- Provide recommendations for continuous improvement of the operational process and report these at regular meetings.
- Provide support in implementing processes agreed with the Social Responsibility and Customer Welfare Manager to meet business requirements.
- Assist with planning the long-term recruitment requirements of the Customer Services Department work force.
- Monitor internal service desk, liaising with IT and Ring Central to report and resolve faults / malfunctions / issues where necessary.
- Maintain an up-to-date knowledge of all relevant Group Policies, Client Guidelines, Statutes and Regulations in order to provide assistance to staff on more complex issues & ensure all round compliance.
- Liaising with other departments to ensure issues arising in relation to IT, HR, Payroll & Enforcement Agents are communicated and where necessary resolved.
- Work collectively with other managers to ensure smooth running of the contact centre in the absence of the contact centre manager.
- Assist with change projects within the department.
- Assistance with any other duties that are within the scope of the job purpose.
You will be leading a team of call centre operatives whose main focus is to speak with customers about their debt.
Collections Manager employer: Made Employment Ltd
Contact Detail:
Made Employment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Manager
✨Tip Number 1
Familiarise yourself with the debt recovery industry. Understanding the nuances of this sector will not only help you in interviews but also demonstrate your commitment and knowledge about the role.
✨Tip Number 2
Highlight your leadership experience in a call centre environment. Be prepared to discuss specific examples of how you've motivated teams, resolved conflicts, and achieved targets in previous roles.
✨Tip Number 3
Network with professionals in the debt recovery and call centre management fields. Engaging with others in the industry can provide insights and potentially lead to referrals that could strengthen your application.
✨Tip Number 4
Prepare to discuss performance management strategies. Be ready to share your approach to monitoring KPIs and SLAs, as well as how you've handled underperforming team members in the past.
We think you need these skills to ace Collections Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing teams, particularly in a call centre environment. Include specific examples of how you've led teams to achieve targets and resolved issues.
Craft a Strong Cover Letter: In your cover letter, emphasise your knowledge of the debt recovery industry. Discuss your management style and how you motivate teams, as well as any relevant achievements that demonstrate your capability for this role.
Highlight Relevant Skills: Focus on skills that are crucial for the Collections Manager position, such as performance management, data analysis, and communication. Use bullet points to make these stand out in your application.
Showcase Continuous Improvement Initiatives: Mention any past experiences where you've implemented processes for continuous improvement. This could include how you've addressed key issues or trends in a previous role, which aligns with the responsibilities of the job.
How to prepare for a job interview at Made Employment Ltd
✨Showcase Your Leadership Skills
As a Collections Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching techniques and how you’ve helped individuals meet their targets.
✨Understand the Debt Recovery Industry
Make sure you have a solid understanding of the debt recovery industry and its regulations. Be ready to discuss current trends and challenges in the sector, as well as how you can contribute to overcoming them in your role.
✨Prepare for Performance Management Questions
Expect questions about performance management and how you handle underperforming team members. Think of specific instances where you've had to address performance issues and the strategies you used to improve outcomes.
✨Familiarise Yourself with KPIs and SLAs
Since monitoring KPIs and SLAs is crucial for this role, be prepared to discuss how you would track and report on these metrics. Bring examples of how you've used data to drive performance improvements in previous roles.
