Collections/Credit Team Leader

THE OPPORTUNITY:

This is a great opportunity for an experienced Credit/Collections Team Leader to join a vibrant business based in Leicester City Centre. The purpose of this role is to motivate and encourage a new team and ensure they are reaching and exceeding targets.

ROLE AND RESPONSIBILITIES:

Collections:

• To maximise revenue collection and debt recovery
• To oversee and assist in the monitoring and analysis of customer accounts for non-payments, delayed payments and other irregularities
• To implement and monitor appropriate collections activity to ensure customers pay to agreed terms
• To support team members with management of complex cash collection and debt recovery cases
• To ensure all write offs (debit or credit) and refunds are authorised or escalated and actioned in line with current business rules and policies
• To oversee management of insolvency processes
• To ensure that the team deals with all customer complaints in line with the complaints process and adhering to the Code of Conduct
• To monitor the quality of the team's customer calls and develop actions to improve service standards
• To be aware of the challenges of fee collection and raise concerns / risks with respect to bad debt to the Head of Finance
• To ensure the cost of pursuing a customer debt is reasonable through cost / benefit analysis
• To manage day to day relationships with external low value debt collection agencies, to deliver targets
• To keep updated with any changes to UK law with respect to legal recovery of debt.
• To work with the relevant Managers and Team Managers to eliminate any errors in the issuing of licences which jeopardises the collection of revenue or effective pursuit of infringement cases
• To ensure the team use objection handling techniques to proactively resolve any customer queries or objections.
• Effectively obtain evidence of music usage to support potential infringement cases
• To monitor service quality and ensure that service standards and targets are continuously achieved

Leadership

• To lead the team to achieve all revenue targets and KPIs]#
• To plan and manage the day to day workflow and performance of the team ensuring that targets and customer service standards are achieved and maintained
• To hold regular team meetings in order to timely and effectively communicate departmental plans and targets, discuss issues and recognise success
• To take responsibility for the performance management of direct reports including conducting 121s, setting objectives, holding performance reviews
• To assist the Head of Finance with effective recruitment and replacement of employees, to ensure there are correct staffing levels to undertake the required work
• To build and demonstrate business expertise and contribute to continuous improvement of collections and recoveries processes
• To liaise with 3rd party partners where required (e.g. debt collection agencies)
• To interpret reports and management information to enable analysis of performance and decision making
• To monitor team performance against financial and other targets and alert the line manager of situations that may lead to variance from plans

EXPERIENCE SOUGHT AFTER IN THE SUCCESSFUL CANDIDATE

• Previous experience in a debt recovery background with experience of management in a high volume collections environment
• Prior experience of successfully motivating, leading and developing a team
• Experience in a credit management function and of debt collection activities
• Experience in gathering, analysing and interpreting data
• Experience of using a CRM system
• Skilled in collection techniques and processes
• Experience of managing complaints
• Competent using Microsoft Office - Word, Excel, and Outlook
  
  

Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the regions premier employers. To search for all of our live jobs please visit us at www.macildowie.com.