Recruiter

Candidate Source Ltd

Salary

From £10,000 to £10,000 per year

Location

Tyne and Wear

Job term

Permanent

Job hours

Full time

A Gosforth based company that operates managed service centres in the EMEA region on behalf of the client portfolio, including many of the world’s largest banks and building societies is seeking a Collections Team Manager to join their team. Your role is to manage, lead and motivate a team of Customer Services Customer Advisors and Senior Advisors responsible for handling all contact centre activities in line with client requirements.


Your duties as Collections Team Manager will include:

• To ensure the smooth running of the day to day operation. This includes all back office functions, inbound / outbound calls and ad hoc requests to ensure all Service Level Agreements are achieved
• To establish and proactively develop compliance standards that ensure that the company and the client comply with their legislative obligations and FSA regulations
• Building and maintaining strong working relationships with internal and external business partners
• Helping maximise gross profit through effective and proactive resource and process management through absence management and process efficiencies
• Participating in Customer Service recruitment activity
• Regularly appraise and review staff in line with Company methodology for probation, objective-setting and appraisal management
• Understand and maintain all people management metrics, including performance management, conduct management and time and attendance reporting


The ideal Collections Team Manager will have the following skills and experiences:

• Previous experience within a collections operation
• Minimum academic qualifications in line with industry standards (e.g. UK - A Level standard)
• Must have previous experience of managing a team
• Previous exposure to management in a contact centre / call centre environment
• Experience in collation, analysis, interpretation and presentation of statistical information
• Knowledge of FSA requirements
• Familiar with the Financial Services Authority’s requirements for complaint handling
• Knowledge of the Data Protection Act regarding subject access
• Cards experience as desirable but not essential





The first stage of the application process is to apply online.

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