Purpose: To lead and enhance the operations of business while developing and improving processes, as well as the Customer Engagement Team to ensure a high quality, efficient and compliant service. The aim is to maximise revenue for our clients and provide an excellent service by ensuring productivity and quality performance is as strong as possible. You will manage and mitigate risk for any area within the scope of your role. Any issue that can lead to a detrimental impact on cost, revenue, compliance or reputation should be dealt with at the earliest opportunity and should be escalated where appropriate. Responsibilities: Provide leadership, management, oversight and control of the Collections Operational functions Monitoring, managing and motivating your Team Take ownership of more complex / escalated accounts and provide first point resolution (queries, disputes or complaints) Provide coaching at individual and Team level with all activity and progress being evidenced using the relevant template and stored on the staff members HR file Quality Assurance; utilising the Company QA structure you will evaluate and score telephone calls and / or e-mails and sample a reasonable volume of accounts worked by a Customer Engagement Specialist on a monthly basis Hold monthly 1-2-1 performance reviews with the Customer Engagement Specialists and admin staff (where applicable) utilising the agreed template and ensure all findings are accurately documented and stored on the staff members HR file Manage the attendance and timekeeping of your Team using established processes Plan and manage resource levels Carry out Return To Work (RTW) interviews with your Team and ensure all findings are accurately documented and stored on the staff members HR file Support the induction and training of new starters to the Team Actively monitor and manage Team members work volumes (Diary), where applicable, and ensure sufficient activity is undertaken in line with Client Agreements / SLAs Carry out and / or assist with disciplinary matters where appropriate Provide advice, understanding and support to your Team on best practices Provide advice, understanding and support to your Team on policies and procedures Assist with the recruitment of new Team members (screening CVs, holding interviews, etc) Promote a culture of professionalism and positivity Support the integration of new Clients, policies and procedures into the Team and ensure all relevant members of staff are fully briefed Recognise and reward Team members that excel Identify opportunities to deliver improvement at individual, Team and Company level Attend Client meetings where appropriate Proactively manage risk within your area. Take remedial steps when any risk, that can detrimentally impact; cost, revenue, compliance or company reputation, is identified Ensure clients are onboarded efficiently and new business SLAs are achieved. Monitor and maximise client performance Attend client meetings and networking events when required Core Competencies: You must demonstrate the following in order to fulfil the requirements to be a successful and effective Leader (training and support will be provided): Attention to detail and high level of accuracy Ability to effectively communicate with internal and external stakeholders as well as Customers Approach the role with a can do attitude Ability to prioritise, organise and deliver to deadlines Be open, friendly and helpful to others Act as a role model and lead by example Be able to motivate others Ability to train new and existing staff through effective coaching methods and provide clear feedback on opportunities and progress Treat colleagues, Customers and Clients with empathy and respect and represent the business in a professional manner Treat sensitive information and situations with respect and confidentiality Excellent written and verbal communication skills Required Knowledge & Experience: What we are looking for: Good level of education to GCSE or NVQ / GNVQ level (or equivalent) Experience of working within a Collections, Recoveries or Credit Control environment (Call Centre experience desirable) Knowledge of Collections industry guidelines and regulatory requirements (CSA, FCA and TCF) Targets & Remuneration: As a Leader you will be responsible for your Team performance as well as your own, this will be split into four components: Site QA & Productivity Performance Revenue Performance Admin SLAs Personal Quality Objective You will be monitored, managed and remunerated on a monthly basis and can earn up to 20% of your annual salary as bonus Credit Collections Manager Credit Collections Manager