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Head of Credit Control - £45,000
Portfolio Credit Control are currently partnered with a well-established professional services business who are seeking a track proven Head of Credit Control to join the team. This is an excellent opportunity to advance your career while supporting a diverse range of clients. The business is ever-growing, and this hire is key in driving the Credit function. As well as longevity and stability this role offers the opportunity to really take the lead on process improvements and implementations.
Responsibilities
- Ensure application of and adherence to the Credit Control policy reporting any non-compliance events immediately.
- Communicate clear team objectives, individual goals and SLAs and take full accountability for the delivery of same.
- Ensure daily productivity - Inbound/Outbound calls/ Processed Onguard call tasks, email volumes and talk-time, are all maintained at the expected level for each team member and take appropriate action when not being met.
- Explain deviations from targets including but not limited to:
- Movements in Aged Debtors profile
- Activity Stats (call volume, call time, email queue)
- Collections
- Mid-term client write-off figures
- Work with the key stakeholders to identify training requirements within the team and agree coaching schedules and build into monthly one to ones completed for each Payments Team member.
- Ensure direct call method is always the first collection contact attempted with an overarching initiative to maximise clients paying by Direct Debit.
- Complete own quota of daily call and email tasks and provide additional support to the team when required.
- Be the initial escalation point for the Payment Team for account queries and where resolution is outside Payment Team authority or advice required.
- Build and maintain a close working relationship with Client Experience, Sales Ledger and other functions, to resolve all complaints promptly to the clients' satisfaction, analyse feedback to address and improve future service delivery.
- Own responsibility for higher value/corporate clients and all contact points in relation to overdue accounts and payment arrangements.
Role metrics:
- Accountability for the overall performance of a team, including management of attendance and punctuality. ?
- Adherence to individual and team Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for internal and external stakeholders.
- Cash Collection, Rescheduling Arrears, Direct Debit coverage, Outbound/Inbound/ call-time targets, Debtor Days, Collection Efficiencies, Aged Debt movements and Written-off client numbers.
INDCC
49434BR
