Senior Collections Agent / Team Leader

Collections Team Leader / Manager

Salary: Up to £34,000 p.a. base salary depending on experience (plus bonus and benefit package)

Job Type: Full-time, Office-Based, Monday to Friday, 9:00 AM - 5:30 PM

CCR is recruiting on behalf of our growing client for a dynamic Collections Team Leader / Manager role. Our client is a rapidly expanding in their sector, they are a small team of customer service / collections advisors who are seeking a strong Team Manager someone to motivate and mange the team daily.

As the Collections Manager, you will be pivotal in leading the collections team, developing strategies to enhance collections, and ensuring regulatory compliance. You will also be instrumental in maintaining high customer satisfaction and contributing to the financial success of the company.

Your Responsibilities:

• Manage and lead a team of collections agents, both in London and offshore, offering guidance, coaching, and performance management.
• Develop and implement strategies to optimize collections and reduce delinquency rates.
• Monitor team performance and provide regular feedback and coaching.
• Work closely with support teams to address customer issues and escalations.
• Handle office-based escalations requiring management intervention.
• Ensure compliance with regulatory guidelines including FCA, TCF, AML, GDPR & PCI.
• Create and maintain operational reports and metrics to track performance and identify areas for improvement.
• Collaborate with cross-functional teams to enhance customer experience and optimize collections processes.
• Stay updated with industry trends, regulations, and best practices in collections.
• Identify process improvement areas and drive initiatives to enhance efficiency and productivity.
• Manage a portfolio of customers requiring weekly review.
• Conduct regular team meetings and training sessions to build a positive team culture.
• Work closely with the Head of Credit and Collections to execute strategic initiatives.

Candidate Profile:

• Minimum of 3 years' experience in collections, preferably in a leadership role.
• Strong knowledge of collections strategies and best practices.
• Proven track record of managing collections teams and achieving targets.
• Excellent communication and interpersonal skills.
• Strong leadership and people management abilities.
• Analytical skills with the ability to interpret operational metrics and data.
• Proficient in MS Office (including Excel) and CRM software.
• Ability to thrive in a fast-paced, dynamic environment.

Additional Details:

• Bonus: Discretionary performance-related bonus scheme (capped at 10% annual base salary) following probation, paid quarterly.
• Pension: Statutory pension scheme.
• Holiday: 20 days per year plus bank holidays.