Collections Team Leader - Chester, United Kingdom - Specialist Motor Finance Limited

Specialist Motor Finance Limited

Verified Company

Chester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

The benefits of working at SMF:

Pension scheme
up to 8% contributory pension
26 days holiday + 8 days bank holiday + option to buy 5 days extra
Employee referral programme
Perks at Work
Above and Beyond awards
Income protection scheme
Employee of the Year
Long Service awards
Discretionary annual bonus
Life assurance
Discounted gym membership
Training and exam sponsorship
Employee assistance programme
Paid volunteer days
Purchase additional annual leave.
Social events

Hours of work:
We operate Monday to Friday between the hours of 8am -7pm (On site shift pattern: 8am-4pm, 9am-5pm or 10am-6pm) + 2 Saturdays (home working) per month 8am-12pm.

Working week is 37.5 hours with Saturday hours paid in lieu.

Specialist Motor Finance offer hire purchase agreements to customers who are not accepted by the mainstream lenders through a panel of motor introducers.

About the role
The Customer Financial Support Team Leader provides support for all members of the CFS team. They will drive the performance of the team to ensure they maximize results.

The Team Leader will manage the CFS team in the absence of a Customer Support Manager and will provide managerial support at evenings and weekends.

Key responsibilities:

Drives productivity in line with agreed Key Performance Indicators thus ensuring performance expectations are met.
Monitors performance and development objectives for all collections staff
Acts as role model and leader to ensure Vision and Values are embedded within team.
Encourages an environment in which personal and business development is seen as key within the team.
Ensures principles of Treating Customers Fairly are adhered to by all members of the collections team.
Ensures exceptional levels of customer service are achieved.
Provides effective, ongoing communication to the team and department.
Provides support and training for collectors to maximise productivity and effectiveness and assist in setting clear objectives for improvement.
Provides Management Information as required to their line management.
Ensures the attendance, punctuality and conduct of all employees is in line with company guidelines, ensuring adherence to all codes of practice, policies and procedures.
Participates in project work, driving business improvements through innovation and new initiatives.
Complete monthly onetoone and annual performance reviews, provide training and support to the team, monitoring and appraising them accordingly.
Maintains targets set by Customer Support Manager based on departmental and business bad debt provision plans.
Maintains individual's targets set in conjunction with the Customer Support Manager to ensure the department exceeds business expectations.
Benchmarks performance of Customer Finance Support team based on industry averages.
Monitors and appraises calls for feedback, compliance, and development of staff.
Thorough knowledge of departmental procedures and strategies.
Liaise with other Team Leaders with a view to sharing information about the progress of individuals within the team.
Have a thorough understanding of and ability to execute the disaster recovery plan, should the need arise.
Approval for Litigation/repossession action within agreed set guidelines.
Authorisation of external company instruction based on recovery collection activity.
Review the collections activity to correctly place agreements in an appropriate work queue.
Prioritise workloads ensuring all agreements are worked and diarized correctly to optimise customer contact rate.

SPAN OF CONTROL:

Staff management responsibilities:

Direct reports from current team.

Team Leaders will report into the Director of Operations in the absence of the Customer Support Manager.

Complete monthly quality control checks and call monitoring.

Complete performance reviews with staff.

Relationships:

Internal
Director of Operations, Customer Support Manager, Customer Services Team, Underwriting Team, Customer Resolution Team

External
External Service providers and recovery agents

To be successful in this role you will need:

Knowledge:

Good working knowledge of motor finance business
Minimum 3 years call centre experience
Working knowledge of all regulations relating to collections activity

Skills:

Advanced understanding of technologies and MI
Working knowledge of departmental and business policies and procedures that will support the call centre environment.
Strong motivational skills
Strong attention to detail
Excellent team working skills

Attitude: