Team Manager in Kilmarnock

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary: Responsible for managing a team of Customer Support agents to achieve great outcomes for our vulnerable customer base. Accountable for achieving set targets through coaching, feedback and regular 121s.

Main Duties and Responsibilities:

• Monitor, manage and motivate a team of up to 12 direct reports.
• Manage workloads and resources to ensure that SLAs are maintained and that good customer outcomes are achieved.
• Ensure a proactive approach to managing our vulnerable customer base with good outcomes a priority in everything you do.
• Drive an ethos of continuous improvement with the team to ensure that call quality and efficiency targets are achieved.
• Create and maintain a coaching culture where agent feedback is key and that all team members are accountable for their own and organisational objectives.
• Communicate key changes to direct reports and peers through excellent verbal and written communication skills.
• Ensure team and departmental compliance with Customer Services policies and procedures.
• Liaise with vendors and clients during external audits and visits.
• Communicate and liaise with external agencies.
• Maintain registers relating to relevant Customer Services areas.
• Take ownership of escalated agent calls, providing first call resolution where available.
• Analyse and interpret performance and customer data.
• Keep Customer Services procedures up to date.
• Conduct probationary reviews as requested.
• Address and document conduct issues appropriately in line with PRA Group policies and procedures, liaising with line manager and HR as required.

Relationship Management:

• Respond to all managerial direction and requests in a positive manner.
• Work proactively with Training and Call Quality to ensure best practice is adhered to.
• Be accessible and approachable to all internal and external customers.
• Adapt communication style to suit audience.
• Build effective relationships and influence key managers/stakeholders across the business.
• Liaise with Senior Managers and Team managers to achieve common business goals.

Experience/Qualifications:

• Minimum of one year managerial experience.
• Experience of managing the daily running of a team within a fast-paced environment.
• The ability to review the performance of employees, identifying training needs and making recommendations for improvement and providing appropriate coaching/training on a daily basis.
• Strong communication skills.
• Strong leadership and management skills which will improve team performance.
• The ability to manage internal/external relationships effectively, and influence key managers/stakeholders across the organisation.

Leadership and Engagement:

• Manage and supervise the Customer Support team.
• Monitor, manage, develop and motivate the team, using performance management framework where necessary.
• Attract, retain and develop the most talented and diverse Customer Support team.
• Ensure robust metrics in place for successfully managing performance of staff.
• Complete regular 1-2-1’s with direct reports.
• Create an engaged and motivated workforce, using the annual staff engagement survey as a metric to determine progress and success.
• Build trust and respect across the organisation, harnessing the skills of everyone to work together to deliver long-term value to the business.
• Lead team to achieve organisational goals.
• Provide leadership, direction and management of the Customer Support team.

Compliance Responsibilities:

• All employees have a responsibility to support PRA’s compliance with applicable laws, regulations, internal policies, and risk management.
• Take accountability for their own actions, decisions, and professional conduct.
• Adhere to all relevant regulatory requirements, such as those set out by the appropriate regulator.
• Follow the Company’s policies, procedures, and conduct standards at all times and participate in the management of risks.
• Monitor for and promptly escalate any actual or suspected non-compliance with policy, regulation, or breach of local legislation.
• Complete mandatory compliance and risk training in a timely manner and apply the learning in day-to-day activities.
• Contribute to a culture of good governance, risk awareness, and customer-focused conduct by embracing PRA’s values and Group Code of Conduct.
• Co-operate fully with internal reviews, audits, or regulatory investigations if required.
• All staff are expected to understand the compliance risks relevant to their role and seek guidance where appropriate.

PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.