As a collections manager, you will be responsible for overseeing the operations, performance and growth of the Collections department, as well as leading a team of dedicated Collections Advisors and working closely with Customer Service leads. Our client is looking for an individual who has a deep understanding of the financial regulatory environment, and has experience speaking to vulnerable customers in financial difficulty.
WHAT YOU'LL BE DOING:
  • Working with the CEO to develop a long term collections strategy, in order to improve overall collections while continuing to support customers
  • Using your understanding of both the collections process and the customer journey to ensure customers are given the correct advice and support, as well as working to improve processes and the efficiency of your team
  • Ensuring your team is well trained and providing a high standard of service, using data from customer insights, complaints, and internal audits to guide your decisions
  • Working with third-party partners, to ensure that they match the extraordinary levels of service offered by the business
  • Leading and managing a team of dedicated Collections Advisors - coaching, training and supporting them to excel in their roles
  • Working closely with the Customer Services team to support their interactions with Collections Advisors
  • Using data to analyse and understand the performance of the department, in terms of collections and impact to customers, balancing the best outcomes for the business and for the customers
  • Implementing the Collections, Recovery and Arrears policies to minimise arrears and ensure customers receive positive outcomes

What We're Looking For

  • At least five years experience working in Collections, at a leadership or manager level
  • In depth knowledge of the Consumer Credit Act, particularly the regulations around CONC and SYS
  • A good communicator, who enjoys listening and is empathic
  • An individual who is comfortable using a variety of software systems, such as data analytics tools
  • Someone who has experience developing teams, and is a strong team player with a positive attitude towards customers and colleagues
  • An individual who excels when it comes to helping customers in difficulty or financial distress

What's on Offer

  • A competitive salary, dependent on experience 
  • Extensive training available, including funded courses - learning is encouraged
  • Numerous opportunities for personal development and career progression
  • Fun and friendly colleagues, in an environment that chooses people over profit
  • 25 days holiday, as well as public holidays and your birthday off
  • 3% matching contribution towards a stakeholder pension
  • The opportunity to work for a socially responsible business, with the chance to make a positive impact on people’s lives every day
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