Collections Manager / Member Service Manager

Base Salary: £35 - £40k per annum based upon experience

Bonus: Up to £5k per annum

Free Gym Membership plus numerous benefits

Fancy working for one of the UK’s top fitness businesses?

We are passionate about health and fitness and making a difference to all our members.

Do you have experience working within a Collections/Member Relations Manager Role?

Are you experienced in delivering exceptional customer service?

We are seeking a customer focused individual to join our team as we have an exciting new opportunity.

We are a multi site business with sites spread across London.

If you are a customer focused individual, who enjoys talking to people and would like to make a real difference to the customers you interact with, then we are keen to hear from you.

What will a typical day look like?

• Recovering outstanding monies from members customer accounts that have fallen into arrears
• Managing both inbound and outbound calls
• Making contact with customers and negotiating the repayment of outstanding arrears
• Working towards key SLA’s and KPI's
• Advising customers on suitable payment plans
• Obtaining members' feedback to ensure we are providing a first class service to existing members thus ensuring that we are able to retain them where possible
• Building, maintaining and enhancing the relationships with members

Key Responsibilities:

• Negotiating the repayment of outstanding arrears owed by our members
• Contacting members via a range of mediums including, but not limited to, outbound/inbound telephone calls, letters, email and SMS
• Reviewing a portfolio of both secured, and unsecured debt and using tactical negotiation techniques in order to recover swift payment of outstanding monies owed
• Working with members to identify and arrange suitable and sustainable payment plans which match their current financial circumstances
• Completing comprehensive Income & Expenditure documentation with members to assess their affordability and agree a resolution to their account
• Demonstrating industry and regulatory standards on all calls in order to deliver a positive outcome for both customer and business
• Identifying a variety of customer types (e.g. Vulnerable, Won’t Pays, Fraudulent) and making key decisions on how to proceed with their accounts
• Processing payments and handling transactions over the phone.
• Using multiple internal software systems to manage customer accounts and updating records accurately after each call
• Reviewing daily/weekly/monthly Management Information (MI) with the team and assisting the business in prioritising account lists
• Managing the member cancellation process
• Acting as an ambassador for the brand by using great listening skills
• Handling sensitive calls with empathy, particularly relating to any vulnerable customers
• Delivering outstanding levels of service
• Adhering to company quality guidelines closely
• Analysing members feedback and putting action plans together to make improvements
• Responding to customer complaints and escalate issues as necessary
• Feeding back to Management on areas that members are satisfied with, as well as those that need to be improved and coordinating action plans accordingly.
• Finding ways for the members to the most out of their membership, looking at member usage patterns and helping them see membership as excellent value, rather than simply a cost
• Defining and developing opportunities to improve processes, procedures and a better service proposition to our customers
• Providing administrative support to the support staff team
• Ad hoc tasks as and when required

Key Attributes and Experience:

• Excellent customer service, communication and interpersonal skills
• Excellent telephone manner
• Strong numeracy skills
• Experience working in a debt recovery/customer service environment answering inbound and outbound calls.
• Ability to quickly build rapport with different customer personalities and types
• Ability to be able to explain things clearly and have an empathetic approach
• Good organisational and effective time management skills
• Confident decision maker, who works well under pressure
• Strong negotiation skills, with the ability to effectively control calls with customers
• A firm approach to negotiating repayment of debt, whilst ensuring sympathy/empathy is exercised where appropriate
• Ability to multitask, organise and prioritise tasks according to current business objectives
• Excellent IT skills
• Resilience
• Confident in dealing with customer objections
• Professional
• Team player
• Ability to deliver strong debt collection skills in an operational environment
• Passion for customer service
• Energy and enthusiasm when working in a target driven environment

You will receive a huge number of Benefits including:

• Industry leading pay and bonus scheme
• Complimentary gym membership
• 30 days holiday per annum (including bank holidays) + loyalty holiday scheme
• High quality training and development
• Genuine career growth prospects - we are a growing business!
• Company pension
• Opportunity to work with a fantastic team