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TM Legal are searching for an Operational Team Leader.
TM Legal is part of Perch Group. Our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution.
Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success.
Role Overview
The role holder will manage a collection team ranging from 8- 13 Case Managers, by coaching, developing and managing them to contribute to a best-in-class collection function. Ensure Team Performance Targets are exceeded individually and collectively through effective performance management. Developing and Coaching a Collection team to grow both individuals and the team.
* £36,000 + up to 20% of your annual salary, paid as a bonus.
* This role is office-based at our Manchester Spinningfields office.
Key Responsibilities:
* Responsible for monitoring and coaching collection agents use of telephone and
* Checking and measuring progress of new trainees once they join the collection floor.
* Manage team and own time effectively to achieve objectives set.
* Assist in the monitoring of both inbound and outbound calls.
* Manage holiday and cover in the team to ensure that adequate resource is
available to provide an excellent customer experience.
* Identify areas of development and coach team members accordingly or make
request for support through training through line manager.
* Lead by example and set expectations that represent our business culture and ethos.
* Work with HR/L&D to provide development plans for future business needs and
recognised as a people builder.
* Use a variety of methods to communicate effectively with your team including,
121’s, huddles, team meetings and written communications.
* Develops and implements team activities and incentives that engage and drive success.
* Recruitment, development and retention of individuals to build a high
performing and effective team.
* Undertake performance reviews for the team on a monthly, quarterly and yearly basis
* Monitors adherence and makes recommendations for improvement as
appropriate (on P&P’s, SOPS and TCF)
* Assisting, motivating and developing team members by evaluating job
performance and identifying training requirements
* Responsible for oversight and allocation of work and collection campaigns to
meet, daily, weekly and monthly targets
* Also responsible for identifying and managing under-performers and provide
intensive coaching to help them achieve company targets and individual goals
You should apply for this role if you have…
* Strong organisational skills and a keen eye for detail
* High level of computer literacy coupled with analytical skills
* High degree of tact and understanding people and situations
* Ability to self-manage time and varying workloads and able to assist staff with prioritising their own workloads
* Proven record of leading by example
The Application Timeline
* A first stage video call with the internal recruitment team (15 minute call)
* A face to face or video call with the hiring manager (approx. 45-60 minutes)
Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages therefore you should submit your application asap to avoid any disappointment.
If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications.
If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email [emailprotected] .
What’s In It For You
* £36,000 + up to 20% of your annual salary, paid as a bonus.
* The opportunity to work in a brand new office based at Manchester Spinningfields.
* 37.5 hours per week between 8am - 8pm, Monday to Friday.
* The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation.
* And many more benefits to support your wellbeing and professional development.
We are an equal opportunities employer
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
At Perch, our strength lies in our team, their enthusiasm, and their passion for the business. Whether you’re looking to gain foundational skills in financial services, have a knack for customer service, or seek to expand your horizons, we likely have the perfect opportunity for you.
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