Collections Team Leader

Recruiter
Hays Accountancy and Finance
Location
England, Leicestershire
Salary
£24000 - £28000 per annum
Posted
15 May 2019
Closes
22 May 2019
Ref
3594282
Contact
Drew Semple
Job Title
Credit Controller
Category
Media / Entertainment, Public Sector
Contract Type
Permanent
Hours
Full Time

Collections Team Leader | £24k-£28k | Leicester


The Role
To lead and motivate a team of people overseeing collections strategies and processes on mid to high value overdue accounts, whilst delivering excellent customer service.

Responsibilities


  • Maximise licence revenue collection
  • Oversee and assist in the monitoring and analysis of customer accounts for non-payments, delayed payments and other irregularities with the aim of implementing appropriate collections activities to ensure improved pay through rates and reduction in days to pay
  • Ensure the team use objection handling techniques to proactively resolve any customer queries or objections as a result of collections contact
  • Monitor service quality and ensure that service standards and targets support collections processes and are continuously achieved
  • Support team members with management of complex cash collection and debt recovery cases
  • Manage day to day relationships with external low value debt collection agencies, to exceed quality and performance targets through:

    • Performance management of partners business process
    • Data analyse and trend reporting of remits
    • Prioritisation of queries to maximise impact on collection rates
    • Quality and process monitoring of service provided to customers
  • Ensure the cost of pursuing a customer debt is reasonable through cost / benefit analysis
  • Ensure all write offs (debit or credit) and refunds are authorised or escalated and actioned in line with current business rules and policies
  • Oversee management of enforcement referrals
  • Ensure that the team deals with all customer complaints in line with the complaints process and adhering to the Code of Conduct
  • Monitor the quality of the team's customer calls and develop actions to improve service standards and contact outcomes
  • Lead the team to achieve all revenue targets and KPIs
  • Plan and manage the day to day workflow and performance of the team ensuring that targets and customer service standards are achieved and maintained
  • Hold regular team meetings in order to timely and effectively communicate departmental plans and targets, discuss issues and recognise success


    • Experience

    • Previous experience in a collection or debt recovery background with experience of managing teams in a high-volume contact centre environment
    • Prior experience of successfully motivating, leading and developing a team to achieve and exceed business goals
    • Experience in gathering, analysing and interpreting data to support decision making
    • Experience of using a CRM system
    • Competent using Microsoft Office products
    • Experience in adopting a coaching style with others
    • Intermediate user of MS Excel




    What you need to do now
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