Conexus Recovery & Field Services is a leading provider of debt recovery and field services, known for our commitment to ethical and efficient debt management. We work with a diverse range of clients across both commercial and residential sectors, offering comprehensive solutions to manage and recover debts, with a focus on customer care and compliance.
Job Summary:
We are seeking an experienced and knowledgeable Manager to oversee our Commercial Specialist Department at our Derry/Londonderry office. The successful candidate will have extensive experience in meeting Key Performance indicators and Service level agreements. They will be responsible for leading a team of specialists who manage accounts on behalf of our clients, ensuring that all processes align with industry best practices, compliance areas and legal requirements.
Salary:
£26,000 - £30,000p/a dependent upon experience, plus OTE up to £33,600p/a.
Key Responsibilities:
Departmental Leadership:
* Oversee the daily operations of the Collections Specialist Department, ensuring efficient and effective management of debt recovery processes.
* Allocation of workload and work type.
* Scheduling and planning of team resources.
* Provide leadership, guidance, and support to a team of debt recovery specialists, fostering a positive and productive working environment.
* Set departmental goals and objectives, aligning them with company-wide targets and strategies.
* Providing updates to clients and management within Conexus.
Client Relationship Management:
* Act as the main point of contact for clients within the commercial and residential sectors, ensuring that their accounts are managed effectively and in line with contractual agreements.
* Build and maintain strong relationships with clients, providing regular updates and addressing any concerns or issues that may arise.
Compliance and Best Practices:
* Ensure that all departmental activities comply with relevant industry regulations, including the FCA guidelines, GDPR, and insolvency law.
* Keep up to date with changes in legislation and industry standards and implement necessary changes within the department.
* Conduct regular audits and quality checks to ensure that all processes are followed correctly, and that documentation is accurate and up to date.
Performance Monitoring and Reporting:
* Monitor and analyse departmental performance metrics, identifying areas for improvement and implementing corrective actions as needed.
* Prepare and present regular reports to senior management, detailing departmental performance, key challenges, and progress against targets.
* Have a coaching mentality, developing your team through consistent feedback and coaching to hone their skillset and knowledge.
Team Development and Training:
* Identify training needs within the department and develop training programs with our training department to enhance the skills and knowledge of team members.
* Mentor and develop staff, providing regular feedback and conducting performance appraisals. Experienced in setting business-aligned goals alongside personal development goals to get the best from their team.
Key Requirements:
Experience:
* Proven experience in debt recovery, with a strong focus on insolvency, debt management, and bereavement-related accounts.
* Previous experience managing a team within a call centre or similar environment.
* In-depth knowledge of insolvency processes, including IVAs, bankruptcy, and liquidation.
* Experience working with commercial and residential accounts in a debt recovery context.
* Experience in working with clients and key stakeholders of the business.
* Have experience in working within a changing business environment due to the requests of clients.
Essential Skills:
* Strong leadership and people management skills, with the ability to motivate and develop a team.
* Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and colleagues.
* High level of organisational and time management skills, with the ability to manage multiple priorities.
* Analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
* Strong understanding of compliance and regulatory requirements within the debt recovery and insolvency sectors.
* Strong proficiency in the use of analytical tools, such as Excel and Power BI.
* Proficiency in Microsoft Office.
Beneficial Skills:
* Working knowledge of Debt Management processes, (IVA, Bereavement & insolvency).
Education:
* Business management, or a related field is preferred.
* Relevant professional qualifications in insolvency or debt management are highly desirable.
Reporting:
* Reporting to the contact centre manager.
Job Type: Full-time
Pay: Up to £30,000.00 per year.
Experience:
* Management: 1 year (preferred).
* Call centre management: 1 year (required).
Work Location: In person.
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