Job Overview

The position is suitable for an individual who is bright, confident, positive with excellent communication and motivational skills. You will need to bring a minimum of three years' experience of leading a team in either a Credit Control, Customer Service or similar department and be capable of working in a fast paced, dynamic but supportive team environment.

The post holder will appreciate and be able to rise to the challenge of delivering the expected performance from a team with the focus not just on excellence in cash collection but also delivering targets in an environment of exceptional service and client care and when required leading by example. A pragmatic, commercial approach to problem solving and excellent negotiation skills are all prerequisites for this rewarding role.

Day-to-Day Responsibilities

Daily motivation and drive of the Credit Control team to meet or exceed short term performance goals.
Communicate clear team objectives, individual goals, KPIs and SLAs and take full accountability for the delivery of same.
Monitor team performance against KPI's & SLA's and be able to explain deviations from targets including but not limited to:
Movements in Aged Debtors profile
Activity Stats (call volume, call time, email queue)
Collections
Work with the Credit Control Development and Service Delivery Manager to identify training requirements within the team and agree coaching schedules
Ensure direct call method is always the first collection contact attempted
Complete own quota of daily call and email tasks and provide additional support when required
Initial escalation point for the Payment Team for account queries and where resolution is outside Payment Team authority or advice required
Build and maintain a close working relationship with Client Experience and other functions, to resolve all complaints to the clients' satisfaction
Own responsibility for higher value clients and all contact points in relation to overdue accounts and payment arrangements
Liaise with internal stakeholders on account queries

Role Metrics

Accountability for the overall performance of a team.
Adherence to individual and team Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for internal and external stakeholders.
Cash Collection, Rescheduling Arrears, Direct Debit coverage, Outbound Call targets, Debtor Days, Collection Efficiencies, Aged Debt movements.
To ensure a high level of attendance and punctuality. ​

CV(phone number removed)R

INDCC