Team Manager (Field Operations) in Stone

Team Manager (Field Operations)
Full time | Hybrid (must be local to Stoke on Trent) | Monday - Friday | 8.30am - 5pm
Permanent
Stone up to £45,000 + monthly performance-based commission & benefits

Ready to lead, develop and make a real difference?

We're looking for an experienced Enforcement Agent Manager to join and help drive the continued growth and success of our Enforcement Team.

This is a hands-on people leadership role where you'll take responsibility for the performance, development, quality and day-to-day management of a team of Enforcement Agents, supported by Senior Enforcement Agents.

You'll be responsible for setting expectations, monitoring performance, coaching your team and making sure targets are achieved — but importantly, without quality, compliance or customer experience being compromised.

We're looking for someone who isn't afraid to challenge the status quo, bring fresh ideas and look for better ways of doing things.

If you're a confident people leader with a background in enforcement, collections, debt recovery, field operations, compliance or another performance-driven environment, this could be your next move.

The Role

• Managing and supporting Enforcement Agents and Senior Enforcement Agents.
• Planning workloads and resources to ensure the team is effectively deployed against operational demand.
• Setting and monitoring individual and team targets across collections, quality, compliance, productivity and complaints.
• Analysing performance data and management information to identify trends, risks and opportunities.
• Holding regular one-to-ones, observations, coaching sessions and performance reviews.
• Creating and managing performance improvement plans where required.
• Recognising great performance while also having the confidence to address underperformance, conduct or behavioural concerns.
• Coaching and developing team members to help them achieve their potential.
• Supporting agents when dealing with challenging situations, conflict, complaints and complex or sensitive cases.
• Working closely with the QA team to ensure case and footage reviews are completed and any issues are acted upon.
• Monitoring complaints, incidents and quality findings and identifying recurring themes and improvements.
• Ensuring Enforcement Agents work within company policies, procedures, regulatory requirements and client-specific instructions.
• Supporting recruitment, induction and onboarding of new Enforcement Agents alongside the HR team.
• Identifying training and development needs across the team and helping put appropriate support in place.
• Producing and presenting accurate performance reports and management information.
• Working closely with the HR & Operations Director and wider management team on departmental strategy and operational initiatives.
• Supporting the investigation and management of operational incidents, escalations and serious complaints.
• Ensuring departmental records, reports and performance documentation are accurate and up to date.
• Continuously reviewing processes and identifying opportunities to improve efficiency, performance, quality, compliance and customer experience.

The Person

We're looking for an experienced people manager who is comfortable leading from the front.

You'll ideally have previous management or leadership experience within enforcement, collections, debt recovery, field operations, compliance or another target-driven and performance-focused environment.

You'll also bring:

Strong leadership skills
A coaching mindset
Performance management experience
Resilience
Good judgement
Quality and compliance awareness
Excellent organisation
Confidence managing conflict
A continuous improvement mindset

Why apply?

Salary up to £45,000 per annum, depending on experience, plus monthly performance-based commission.

You'll also receive:

• 25 days' annual leave + bank holidays
• Company pension scheme
• Company sick pay scheme
• Workplace mental health initiative
• Social events throughout the year
• Company office shutdown between Christmas and New Year ??

If you're an experienced people manager who knows how to lead, coach, challenge and get the best from a team, we'd love to hear from you.

This is an opportunity to take real ownership of an Enforcement Team, influence performance and help shape the way the department continues to grow. Please apply now or get in touch with Jo Thompson - for more information.

Xpert Recruitment Ltd is acting as an employment agency on behalf of our client. By applying, you agree to register with us and consent to us holding your personal details on file. Due to the high volume of applications, we will only contact candidates who have been shortlisted for the role. However, we may also reach out regarding other suitable vacancies that match your profile.