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Key Details
We have an exciting opportunity to join our team as a Collections & Legal Operations Manager. The role is based in our offices in Leicester city centre.
The role will manage and motivate a team of collections agents and legal case handlers. Overseeing collections strategies, processes and enforcement and copyright infringement cases, whilst delivering excellent customer service.
What you will be doing
* Maintain ongoing oversight of the day-to-day operation of the collections and legal team and improve working practices
* Oversee and assist in the monitoring and evaluation of customer accounts for non-payments, delayed payments and other irregularities with the aim of implementing appropriate collections activities to ensure improved pay through rates and reduction in days to pay
* Optimise team SLA’s to maximise licence revenue collection
* Implement continuous improvement activity to enhance customer journeys and colleague efficiencies
* Monitor the quality of the team’s customer calls and cases and develop actions to improve service standards and contact outcomes
* Ensure that the team deals with all customer complaints in line with the complaints process and adhering to the Code of Conduct
* Support and develop Band Members with management of complex cases in collections/debt recovery and approve cases for fast tracking
* Ensure the team use objection handling techniques to proactively resolve any customer queries or objections as a result of collections or legal contact
* Manage the day-to-day oversight of accounts placed with solicitors highlighting appropriate improvements to the process to drive efficiency and commercial objectives.
* Manage day to day relationships with external low value debt collection agencies (DCA’s), to exceed quality and performance targets.
* Ensure all write offs (debit or credit) and refunds are authorised or escalated and actioned in line with current business rules and policies
* Keep updated with any changes to UK law with respect to legal recovery of debt. To be aware of the challenges of licence fee collection and to keep up to date with tariff or policy change
* Work with the relevant Managers and Team Managers to eliminate any errors in the issuing of licences which jeopardises the collection of revenue or effective pursuit of enforcement cases
* To liaise with the Legal Counsel for legal advice on complex cases
Management & Leadership
* To manage and motivate the team to achieve all revenue targets and KPIs
* To plan and manage the day-to-day workflow, processes and performance of the team ensuring that targets and customer service standards are achieved and maintained
* To hold regular team huddles focussing on SLA’, work distribution, effectively communicate targets, discuss issues and recognise success and resolve any operational issues
* To take responsibility for the performance management of direct reports including conducting 121s, setting objectives, holding performance reviews
* To assist the with effective recruitment and replacement of employees, to ensure there are correct staffing levels to undertake the required work
* To build and demonstrate business expertise and contribute to continuous improvement of enforcement and infringement processes
* To interpret reports and management information to enable evaluation of performance and decision making
* To monitor team performance against financial and other targets and alert the line manager of situations that may lead to variance from plans
You will have
Essential:
* Previous experience in a collection or debt recovery background with experience of managing teams in a high-volume environment
* Experience in managing a large team up to 16 people.
* Experience of managing service levels within a team
* Prior experience of successfully motivating, leading and developing a team to achieve and exceed business goals
* Experience in gathering, analysing and interpreting data
* Experience in managing queries and complaints responses
* Understanding of collection techniques and processes
* Working knowledge of current legal debt processes
* Experience of using a CRM system
* Experienced in Microsoft Office – Word, Excel, and Outlook
Desirable:
* Previous Commercial Litigation and/or Debt Recovery experience gained in private practice and/or in house
* Education or Qualification in Collections, Debt Recovery or Litigation
* Worked as part of a collections or legal team
* Experience in managing a high volume of cases
* Knowledge of copyright infringement legal processes in England and Wales Scotland and Northern Ireland
* Worked with external solicitors and debt collection agencies
* Experience in adopting a coaching style with others
* Intermediate user of MS Excel