Job Description
To be successful in this role you will possess excellent communication skills, excellent written skills, experience of Microsoft office programmes and demonstrate a consistent focus on performance and improving individual performance through coaching and training. You must be able to adapt quickly to changes in relevant guidelines and work towards targets.\n\nDuties:\n\n * Develop and maintain individual and team based performance measurement systems to support the effective management of individual productivity, collection and revenue performance.\n\n * Supervision of the Contact Centre and its personnel, maintaining business standards & resolving issues as they arise.\n\n * Organising and prioritising workloads to achieve agreed targets and objectives.\n\n * Provide formal and informal feedback to individuals as necessary.\n\n * Incentivising, motivating, guiding and leading staff in their day to day performance to ensure KPI’s are met are met and reporting any deviation of this to the Collections Manager.\n\n * Providing coaching, additional training and ongoing support to existing staff as necessary to ensure the required levels of performance are maintained.\n\n * Recording and maintaining up to date data in a timely manner, liaising with the Collections Manager if any further action is needed.\n\n * Assisting with recruitment, induction and training of new employees.\n\n * Provide management support and collaboration to the Company’s clients\n\n * Assist the Collections Manager with day to day management of the collections teams and development of new processes and procedures.\n\nAttributes needed:\n\n * Debt recovery and collection experience.\n\n * Excellent communication skills.\n\n * High level of written and verbal communication.\n\n * Professional.\n\n * Self-motivated.\n\n * Be able to work towards set targets.\n\nPerformance Management Responsibilities:\n\n * Revenue & Collection performance.\n\n * KPI’s – Revenue, Call Quality, Conversion Rates, Productivity, Wrap Time & AHT\n\n * Quality of comments entered\n\n * Attendance / Punctuality\n\nBenefits and Other information\n\nThis is a full-time permanent role based from our Sheffield Offices (S3 Post Code Area) and there will be a need to attend the office as requested.\n\nIn order to meet the requirements of our clients’ needs hours of work will be between 09:00 and 20:00 (37.5 hours per week) and days of work will be five days between Monday and Saturday.\n\nOn Target Earnings - £30,000 and £40,000 pa\n\nCareer Development\n\nCompany Pension Scheme\n\nOn Site Parking\n\nLife Assurance Plan\n\nOn Site Car Park\n\nStaff Discounts\n\nFruit and Daily Refreshment Offering\n\nAll successful applicants will be required to complete DBS/CCJ and other background checks