The Role We’re looking for a Team Manager to lead our Billing and Collections team, who are responsible for handling arrears and billing enquiries from our Dojo customers. The responsibilities are wide-ranging and challenging - we are looking for someone with clear leadership skills who can help us grow but at the same time is not afraid to roll their sleeves up and get their hands dirty! What will you do? Nurture and develop a team of up to 10 talented Billing & Collections Advisors and be responsible for getting the best out of your team. Participate in the recruitment, induction, and development of staff. Assist in managing complex queries and contacts from customers who maybe in arrears. Work with the Collections Operations Manager to execute collections strategy and suggest improvements to current working practices. Build an excellent level of product knowledge and proactively drive improvements in service quality leading to enhanced customer experience. Suggest and support on process improvements/new initiatives across the department and facilitate team implementation where required. Measure, analyse and report on team performance and take appropriate steps to improve that performance for both internal and external customers. Ensure FCA and other regulatory and business standards are met. Deliver an outstanding customer service experience. What will you bring? Experience in a customer-focused team leader role, in a fast-paced contact centre environment. Passion for coaching, developing and nurturing a team of advisors. A genuine customer-first attitude, our customers are at the heart of what we do A can-do attitude and a willingness at times to work with ambiguity. Ability to think through issues and resolve the root cause and be pro-active. Outstanding communication and influence skills, as well as the ability to build rapport with our stakeholders. Commitment to the overall success of the team and the business as a whole, being a solid team player. Be available to work 37.5 hours per weeks between Monday and Friday. You must be able to work between 8am and 6pm and be in the office 4 days a week. Numerically literate and comfortable with handling data in spreadsheets.