Job Specification
Role: Collections Manager
Location: Banbury
Reports to: Customer Success Director
Role Purpose
As a Collections Manager, you will lead and develop a team of Customer Support Advisors within a collections environment, ensuring the consistent delivery of exceptional customer service. You will drive team engagement, nurture talent, and enhance the customer experience while fostering client confidence and business growth. Importantly, you will be hands-on, actively supporting the team in their tasks and taking an operational role in collections activities when required.
Key Responsibilities
* Lead and develop a team of Customer Support Advisors in a fast-paced collections environment to achieve high performance and service excellence.
* Provide hands-on support to the team, actively assisting with collections activities when needed.
* Conduct regular coaching and feedback sessions, including monthly 1-2-1s, to support individual and team development.
* Ensure team members are equipped to handle escalations, with Team Leaders taking ownership of issue resolution.
* Effectively manage change and adapt quickly to evolving business needs.
* Monitor and improve team performance through relevant systems, ensuring resources are allocated efficiently.
* Ensure adherence to health & safety, environmental, equal opportunities, and customer service standards.
* Continuously challenge and refine existing processes to drive business efficiency and improve collections success rates.
* Manage performance assessments and personal development plans to support employee growth.
* Oversee absence management to maintain a high standard of service delivery.
People Management Responsibilities
* Uphold the company's vision and promote key competency behaviours.
* Foster an inclusive, engaging, and performance-driven team culture.
* Inspire, support, and motivate employees to optimise team performance.
* Act as a 'doer', working alongside the team to provide hands-on assistance in collections and customer support when necessary.
Key Behaviours for High Performance
Customer Focus:
* Ensure the team understands the impact of their actions on the customer experience.
* Proactively identify and address service issues to maintain high standards.
Inspirational Leadership:
* Recognise individual motivators and provide constructive feedback and support.
* Tackle underperformance effectively, addressing challenges head-on.
Continuous Improvement:
* Promote adaptability in a constantly evolving collections environment.
* Encourage learning and development to enhance knowledge and expertise.
Teamwork & Collaboration:
* Foster a supportive team culture where individuals work effectively together.
* Communicate assertively while remaining considerate of individual needs.
Results-Driven:
* Ensure deadlines are met and that team members have the tools they need to succeed.
* Maintain momentum, providing encouragement and support during challenging periods.
Key Relationships
Internal:
* Directors
* Management Team
* Technical Support Team
* HR
* Contact Centre Advisors
External:
* Clients
* Client's Customer Base
* Client's Technical Support Team (if applicable)
Essential Skills & Experience
Technical Skills:
* Excellent verbal and written communication skills.
* Strong understanding of computer systems and processes.
Qualifications:
* Good general education.
Experience:
* Must have proven experience in collections and customer success management.
* Strong people management skills, including performance and absence management.
* Ability to plan, prioritise, and manage workloads effectively.
* Experience coaching and developing teams while achieving operational KPIs.
* Comfortable being hands-on and actively assisting with team tasks, including collections calls and escalations.
Job Types: Full-time, Permanent
Pay: From £27,500.00 per year
Application question(s):
* Do you have collections experience? You must have this to apply for this job.
Work Location: In person