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. · Building strong relationships with internal teams, managers, clients and other stakeholders. · 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 You know how to motivate, support and challenge people while maintaining clear expectations and accountability. A coaching mindset You enjoy developing people and can give honest, constructive feedback that helps individuals improve.
Performance management experience You're comfortable working with KPIs, targets and performance data — and you're not afraid of having the more difficult conversations when they're needed. Resilience You can stay calm and professional when things get busy, challenging or occasionally difficult. Good judgement You can assess a situation, look at the facts and make sensible, timely decisions.
Quality and compliance awareness You understand that achieving a target means very little if it's achieved at the expense of quality, compliance or customer experience. Excellent organisation You'll be managing people, workloads, performance, complaints and competing priorities, so keeping all the plates spinning is essential.
Confidence managing conflict You're able to deal with challenging conversations professionally and work towards a fair and appropriate resolution. A continuous improvement mindset You don't simply accept that something has always been done a certain way. You look for opportunities to make things better. You'll also need good IT skills, including experience using Microsoft Office and Excel, and the ability to understand and present performance information. 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. If you're looking for a role where you can solve problems, take ownership and actually have an impact on how a business grows, we'd love to hear from you. 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.
Team Manager (Field Operations) in Stone employer: XPERT RECRUITMENT SOLUTIONS LIMITED
Join one of the UK's largest exporters of second-hand trucks, where your skills as an HGV Painter will be highly valued in a supportive and dynamic work environment. With competitive pay and a focus on employee development, you'll have the opportunity to grow your career while working alongside a dedicated team in Stoke-on-Trent. Enjoy a positive work culture that prioritises quality and efficiency, ensuring that every day brings new challenges and rewards.
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XPERT RECRUITMENT SOLUTIONS LIMITED Recruitment Team
