Collections Manager in Basingstoke

Overview

Location: Basingstoke, Hampshire

Salary: Up to £55,000

Do you have a strong understanding of collections and recoveries within consumer credit? Our client is seeking an experienced Collections Manager to join their growing organisation on a permanent basis. This is an excellent opportunity to be part of an innovative business delivering forward-thinking credit solutions in Basingstoke, Hampshire.

The successful candidate will lead and develop a team of collections agents, overseeing the end-to-end collections process. You will be responsible for delivering best-in-class customer service while ensuring positive customer outcomes and achieving key business objectives.

Responsibilities

• Management & oversight of Collections Strategies, external Debt Collection Agencies and Debt Sale partners.
• Resource & capacity management to ensure collections SLAs are achieved
• Dialler management, adapting to inbound/outbound contact rates
• Oversight of collections KPI\’s and dashboards, ensuring performance is within appetite
• Drive new initiatives to improve arrears management processes including customer vulnerability and forbearance.
• Managing a team of 6 FTE to deliver good outcomes for those in financial difficulty
• QA and call monitoring of team
• Preparing performance packs and updating senior stakeholders within the business
• Debt sale contract management

Required skills

• Experience of managing collections team in contact centre environment within Financial Services industry
• Experience of managing multiple DCA and debt purchaser relationships
• Strong knowledge of collections and arrears recoveries processes in relation to consumer credit, and Consumer Duty obligations
• Experience of managing customers in financial difficulty, including vulnerability and forbearance management
• Excellent leadership skills, working with multiple business stakeholders, influencing decisions, and driving projects forward
• Strong ability to identify KPI\’s, and help create dashboards to improve performance
• Experience of presenting performance updates and strategies to the Senior Leadership team
• Understanding of complaints management, as well as the Financial Ombudsman Service
• Contract and debt sale tender process management
• Experience in incident management, and forming customer remediation strategies
• Strong communication skills with track record of motivating teams and driving increased productivity