Collections Advisor Team Leader
The Collections Advisor Team Leader is responsible for supervising a team of collections advisors who handle pre-litigated matters and manage high volumes of calls on behalf of the firm's clients to recover aged debt.
The role focuses mainly on the day-to-day supervision of the team, conducting reviews on the collections advisors' matters, overseeing quality, call performance, and making recommendations for training and continuous improvements.
The Collections Advisor Team Leader will also handle key client accounts and provide department managers with updates on revenues recovered and performance against established KPIs.
This Team Leader role reports to the Head of Debts Services.
We are ideally looking for candidates from a consumer collections/debt recovery background, but other contact centre team leaders or recoveries team leaders with relevant skills would be considered.
The role is full time, 36.25 hours per week, based at our new head offices at Pride Park, Derby.
Key Responsibilities
1. Supervise the day-to-day work and operations of the Collections Advisors in the Debt Recovery team, specifically focusing on non-contested clients.
2. Work closely with the Debt Recovery Managers and Head of Debts Services on departmental matters, ensuring a smooth process between pre & post-litigation matters.
3. Manage a senior-level caseload of debt recovery matters.
4. Contribute to business development activities for the department, including working on client pitches and tenders and attending client meetings where necessary.
5. Ensure financial targets are met within the department, both on a personal and team level.
6. Ensure that all firm-wide and departmental SLAs and procedures are followed.
7. Assist junior fee-earners with their own caseload; offering support and guidance where needed.
8. Conduct regular file reviews of fee-earners, raise any issues arising, and use this as an ongoing developmental tool.
9. Produce management information as required by the Debt Recovery Managers.
10. Liaise directly with clients where necessary and be their day-to-day contact.
11. Continually upskill personal knowledge of the litigation process and debt recovery, becoming an expert in all matters and sharing this with the wider team.
Skills, Knowledge and Expertise
You will:
1. Preferably have prior debt recovery experience in an energy or utilities setting.
2. Have previous supervisory experience in a contact centre environment or legal setting.
3. Be able to work alone and manage your own caseload.
4. Have a genuine desire and interest in working in a contentious area of the law.
5. Have excellent time management skills and the ability to work to tight deadlines with your caseloads.
Disclosure will be required in the event that a position is offered. Financial checks will be required in the event that a position is offered.
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