Arrears Team Manager
Location: Epsom, England, United Kingdom
Hybrid: 40 % office / 60 % home working
Are you a motivated and experienced leader looking for a new challenge in a dynamic and fast-paced environment? Our client, a leading financial services organisation, is seeking an Arrears Team Manager. As the Arrears Team Manager, you will play a pivotal role in ensuring the team's effective delivery of customer support for customers experiencing financial difficulties. Our client prides themselves on the level of customer care their clients receive, and are seeking some equally as passionate about the customers journey and the service they are given.
Key Responsibilities:
1. Overall responsibility for arrears and complaints teams, with team leaders reporting directly into you.
2. Establish, monitor, and review key performance indicators and service levels.
3. Conduct regular meetings to discuss progress, share updates, and plan future actions.
4. Identify opportunities for policy and process enhancements to improve service and quality levels.
5. Collaborate with other departments to ensure cohesive and efficient operations.
6. Lead and manage projects aimed at improving efficiency, customer satisfaction, and retention.
7. Liaise with key internal teams to adapt and respond to changes in regulatory requirements.
8. Lead and motivate the Arrears Team to optimise performance and encourage professional and personal growth.
9. Foster a positive work environment that promotes teamwork, collaboration, and continuous improvement.
10. Oversee the complaints handling process, ensuring prompt and efficient resolution in compliance with regulations and internal policies.
11. Support the effective management of customers in financial difficulty, championing a customer-centric approach and maintaining high-quality standards.
Experience and Skills:
12. Strong team management skills with the ability to coach, mentor, and develop staff in a regulated work environment.
13. In-depth understanding of debt collection, FCA regulations and Consumer Duty.
14. Excellent verbal and written communication skills.
15. Competencies in project management and cross-company collaboration.
16. Ability to develop and maintain strong relationships, promoting an inclusive and positive working environment.
17. Resilience and flexibility in pressurised work situations.
18. Fostering a culture that enables team members to strive and grow.
Benefits:
19. Hybrid working pattern, offering flexibility between office and remote working.
20. Access to attractive car schemes for you and your family.
21. Excellent pension scheme with generous employer contribution.
22. Generous annual leave.
23. Private Medical Healthcare with Digital GP Service.
24. Group Income Protection cover for physical, mental, and financial wellbeing.
25. Employee Assistance Programme and Eye tests.
26. Onsite gym, Sports and Social Club, and wellbeing initiatives.
27. Dress for your day policy.
28. Free parking, and restaurant.
29. Two volunteering days per year.
30. Reward gateway voucher discounts.
31. Flexible working scheme and personal development opportunities.
32. Annual events and celebrations.
If you are ready to lead a dynamic team in delivering exceptional customer outcomes and want to work in an organisation that fosters growth and development, apply now! Join our client's team and embark on an exciting journey of professional success and personal fulfilment.
Note: On-the-job training will be provided, tailored to suit your learning style.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.