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Secured Collections Team Leader

Salary: up to £26,000

Salary type: Dependent upon experience

Location: Highlands Road, Shirley

Business area: Consumer Loan Servicing

Date posted: 2017-04-18

Brief description

If you’re a customer-focused financial services professional with a great leadership style, this is a superb opportunity to take your next step with a company that celebrates their employees’ efforts.

We’re looking for someone with knowledge of regulatory requirements within the financial sector and experience of supervising, coaching and providing feedback, to lead a team of collections agents. If you have the skills needed to develop and motivate employees, and the ability to work under pressure then this could be the role for you.

Purpose of the role

As the Team Leader, you’ll be tasked with overseeing and ensuring that an exceptional customer journey and service is delivered.

By coaching and developing, you’ll inspire your team to recover arrears on a range of products whilst adhering to compliance and regulatory requirements. Effectively prioritising tasks, you’ll also assist them with any complex customer cases. In addition, you will be responsible for developing a team of people to ensure they meet objectives set whilst considering Paragon’s core values and regulatory requirements.

Duties & responsibilities

  • Assist with recruitment for the department including planning for probation and initial support for new employees. Manage the training requirements of the team including the implementation of any new processes and procedures
  • Mentor and coach individuals to ensure that their knowledge and skill levels are appropriate to achieve quality objectives, whilst working closely with the Quality and Control team
  • Manage the performance of individuals using the monthly one to one feedback sessions and providing individuals with personal development objectives
  • Manage daily workloads, plan resource and set individual and team targets to ensure SLAs, targets and agreed objectives are achieved
  • Handle escalated calls from customers to ensure that complex queries and complaints are handled swiftly and effectively by making decisions on the correct course of action for an account
  • Motivate individuals and the team to generate a positive, working environment and produce work of a high standard
  • Communicate with internal and external contacts, building rapport and relationships as appropriate in order to raise the profile of the team
  • Review the quality of the work produced by the team by completing monthly auditing and reviewing exception reports, followed up by structured coaching. Produce regular Management Information reflecting the teams’ performance to support and monitor objective performance
  • Be influential in adapting / implementing processes and procedures to add value to the department. Assist with implementing change in a manner that maintains / enhances performance levels 
  • Identify / resolve problems on portfolios through providing solutions and taking ownership of issues

Skills

  • Excellent negotiation and communication skills
  • Knowledge of regulatory requirements within the financial sector
  • Microsoft Office skills including Excel
  • Ability to work independently and as part of team
  • Excellent organisational and time management skills
  • Ability to work under time constraints and meet deadlines
  • Ability to develop employees through motivation, leadership, coaching and training
  • Ability to make fair, consistent and objective judgments and decisions under pressure
  • Able to innovate and make suggestions for improvements, following ideas to conclusion

Qualifications and experience

Grade C or above GCSE (or equivalent) in English and Mathematics and experience of supervising, coaching and providing feedback to employees.

Working hours

During the working week the hours will be 8.00am to 5.00pm (one hour for lunch) three days a week and 8.00am to 9.00pm (two 30 minute breaks) once a week. The day off in the week must immediately follow the late night worked.

Additional weekend hours are required for this role. They consist of 12 hours split across an eight week period and will be agreed with your manager.

Training

Relevant training will be provided.

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