Collections Team Lead - London, United Kingdom - Zopa Limited

Zopa Limited

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our Story

Hello there. We're Zopa.
We're incredibly proud of our achievements and none of it would be possible without the amazing team here. It's not just industry awards we're winning, we've also been named in the top three UK's Most Loved Workplaces.

The Collections & Recoveries Team is a specialised department within Zopa's highly recommended Operations.

The team provide support to customers who are experiencing financial difficulties with a vision of assisting the customer back to financial health where possible.

The contact centre operates multiple contact channels, Including voice and live chat.

The Team Leaders are responsible for ensuring agents deliver the highest level of service to all our customers, with a primary focus on quality and service levels.

You will be joining a friendly and supportive team. This core team are our Customer Champions and cares about our customers and reflect that in everything they do.

A day in the life:

You will provide on demand support and advice to your team where they need it
Perform the team's 1st line quality assurance checks
Create development plans for agents and assist with delivering 1:1 coaching
An advocate for preventing customer detriment within the team's communications
You will assist your line manager to train and mentor new starters when required
You will provide a level of proactivity that ensures the department runs smoothly, this may include shift changes or overtime, completion of special projects, assisting the line manager to delegate and complete work to strict timescales
When required, handling disputes, and communicating with customers
Monitor departmental SLA's and react/escalate promptly to issues or concerns

About you:

Previous experience working in a customer focused environment, with telephone/call centre experience preferable
Experience within a debt recovery/collections role
Familiar with FCA regulation, data protection, and antimoney laundering principles
Excellent oral and written communication skills
Punctual and flexible in adapting to changing environments based on role requirements
Confident using Microsoft Office such as Outlook, Excel and Word
You'll hold outstanding leadership skills and want to excel in this area
You'll be friendly and a great communicator
You'll be naturally empathetic, selfmotivated and an excellent teammate

LI-LH1

Flexible working? Yes please
At Zopa we value flexible ways of working. We understand the benefits of face-to-face collaboration and the importance of a good work life balance.

Our teams work in a hybrid manner from our open-plan, riverside London Bridge office and the comfort of their own homes at a frequency that suits the team and the work they do.

Not only that - you'll also have the option of working from abroad for up to 120 days a year

But no matter where you are, we'll make sure you've got everything you need to thrive, both in your work and home life, from day one.
Subject to having the right to work in the country of choice

Diversity Statement
Zopa is proud to offer a workplace free from discrimination.

Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people.

We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work.

Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.