Collections Team Leader – FinTech
Location: Manchester
Salary: Up to £40,000 Plus Excellent Bonus & Benefits Package
CCR are proud to have partnered with an innovative forward-thinking Tin-tech solutions provider. We’re looking for a Collections Team Leader to join my clients growing Operations and Collections Team and help them to continue to delight their customers as they grow. Reporting to the Senior Customer Service Manager, you’ll work from home and learn our products inside out and build relationships with our customers to understand their needs. You’ll support the training and development needs of the team.
What you’ll do
- Manage a team of 15-20 Customer Service Advisers, Collections Associates
- Be an escalation point within the team for complex queries and complaints.
- Continuously improve customer satisfaction and improve quality and productivity.
- Optimising Customer Service and Collections processes and analysing team results.
- Support integration of new services and implementation into the Customer Operations team.
- Completing regular 1:2:1, call monitoring and feedback sessions with your team
- Facilitate the creation of SME’s (Subject Matter Expert) within the Team for new products.
- Identify trends from Customer Service and use this to advocate for the customer within the business.
- Champion clear communication between Customer Operations Team.
- Recognise and reward team members that are excelling.
The essentials
- You are resilient, empathetic, collaborative, detail-oriented, and self-motivated with excellent organisational, time and project management skills.
- Previous experience 1 year managing a team of advisors (or similar) in a Collections or Contact Centre environment
- Able to work a shift pattern, 40 hours per week over Monday to Sunday, between 8.00 am and 8.00 pm.
- You can work with employees at all levels of the organisation in an open office
- You have an upbeat approach and can think on your feet.
- You are detail-oriented and enjoy ‘getting in the detail’.
- Experience using Excel and Microsoft products
What’s in it for you?
- Competitive salary and benefits
- Company bonus scheme
- Regular company socials
- Fast-growing environment
- Career development – no two days will be the same
- Generous company benefits including a pension scheme, health and life assurance, 25 days holiday, an extra day off on your birthday, subsidised onsite cafe, gym discount (with PMI), childcare benefits, flexible working and many other perks!