Arrears Support/Call Centre Team Leader

Main Purpose of the Role: To understand the department's KPIs and work collaboratively to achieve the expectations set by the Head of Operations. Lead, motivate, and develop the Arrears Support team to deliver strong operational performance, ensuring colleagues are equipped to make informed decisions and engage with customers effectively and empathetically. Maintain a strong focus on achieving positive customer outcomes, treating customers fairly, and supporting vulnerable customers, while delivering against departmental objectives, regulatory requirements, and business expectations.

Person Specification /Skills/Education and Attributes:

Essential:

• Experience of at least 3 years, managing a team within a call centre environment

Salary: Competitive

Benefits

• Working within a newly refurbished dedicated office space with onsite employee gym.
• On site parking
• Private Medical Insurance
• Central Line Train station within one-minute walk with quick access to Central London.
• Close road links to M11/M25/A406/A12 and London
• Breakout space including games tables/machines
• Social events
• Pension Scheme
• Healthshield (health cash back scheme and counselling services).
• 28 days annual leave, incl. Bank Holidays, per annum, with an additional day per year of service (capped at 33 days)
• Eye Test / Glasses reimbursement scheme.
• Various team and personal reward incentives
• Referral programme

Main Duties and Responsibilities

• Oversee daily workload allocation and customer contact planning, ensuring effective and compliant engagement throughout the collection’s lifecycle.
• Support your team in achieving good outcomes for our customers and help them understand, where needed, how this is achieved (ie, putting themselves in the customer’s shoes)
• Lead the team to review customer accounts comprehensively, using all available information to understand customer needs and determine the most appropriate approach to achieving sustainable repayment solutions.
• Provide your knowledge and experience to your team in their daily tasks, guiding and supporting them to be the best they can be
• Ensure each member of the team is fully aware of what is expected of them and given the tools to achieve this
• Lead by example and manage the team in a professional manner. This includes proactively managing any employee-related issues and proactively dealing with any issues that may arise
• Keep the team motivated to perform at the highest level. This includes setting incentives (in-line with Compliance guidelines) and arranging team building activities
• Communicate with the team, around any changes or important information
• Demonstrate a commitment to regulatory compliance by consistently adhering to FCA, Data Protection, and other applicable legal requirements, while following established company policies, procedures, and best practice standards.
• Meet with the relevant Quality Assurance (QA) officer and QA and Compliance Team leader on a monthly basis, to go through any feedback and discuss trends and mitigation (Trends and mitigation to be summarised to the Head of Operations)
• Proactively come up with ideas to improve overall customer outcomes, customer journey and the efficiency of the team
• Action requests on behalf of the team to provide customers with final outcomes
• Report on your teams KPI’s, ensuring any under performance is considered and dealt with, in line with process
• Collate and circulate the end of day stats, providing an update on your team’s performance for the day and month to date

This is a summary of the role and the employee is expected to undertake additional ad-hoc duties

Person Specification /Skills/Education and Attributes:

Essential:

• Experience of at least 3 years managing a team within a call centre environment

Highly desirable:

• GCSE grade C or above in English and Maths is essential
• Excellent communication at all levels
• Strong written and verbal communication including the ability to influence decisions
• A personable approach
• Good listening skills
• Accurate attention to detail
• Good time management - ability to organise/manage own workload and meet strict deadlines
• Ability to advise/support/coach/develop your team
• Ability to motivate yourself and others
• Excellent customer service - ability to provide solutions
• A good knowledge of computers and MS Office software, particularly Excel for reporting purposes
• You must act with integrity
• You must act with due care, skill and diligence
• You must be open and cooperative with the FCA, the PRA and other regulators
• You must pay due regard to the interests of customers and treat them fairly
• You must observe proper standards of market conduct

Job Type: Full-time

Education:

• GCSE or equivalent (required)

Experience:

• People Management : 3 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person