| Agency: |
MANGO SOLUTIONS LTD |
| Benefits: |
full benefits |
| Starts: |
asap |
Work experience (specify minimum number of years required, duties performed, achievements, previous employers/competitors)
Essential - Minimum 2 year's collections experience, managing a collections team preferably in a Banking environment. Experience and strong understanding of Dialler Management. Ability to initiate change to improve performance and work with change in a range of environments. Demonstrates a practical application of business objectives and understands the strategic impact on quality and financial targets. Has strong commercial instincts.
Desirable - 3-5 year's collections knowledge.
Level of education/attainments (e.g. A levels, degree, professional qualifications including subjects studied, training)
Essential - Educated to a good GCSE standard or equivalent including English and Maths
Desirable - ICM accreditations - Introduction into Credit Management
- 37.5 hours a week - Monday to Friday - Shift pattern between 8am and 8pm and Saturday 8am to 1.30pm. Based in Chatham
- Job summary (purpose and objectives of job)
Working closely with the Collections Manager to maximise the contribution of the team ensuring achievement of delinquency target. - To lead, coach, motivate and develop a team of Collections agents, within a blended contact centre environment, who are responsible for contacting customers to negotiate payments to reduce overall delinquency levels for the business.
Job content (tasks/duties indicating frequency and relative importance, scope of responsibility, degree of autonomy, budget responsibilities)
Managing Individuals
- Manage a team of Collection Agents (varying levels of experience).
- Carry out daily shouts at the start of each shift to help drive performance and focus for the day.
- Develop a productive, highly motivated team of collections representatives.
- Conduct regular call monitoring sessions through side by side, floor walking and remote listening, to identify and provide relevant training to lever individual agent's capability and thus improve overall team performance.
- Carry out regular reviews on team members to ensure the success of the team
- Pro-actively manage all attendance issues in accordance with the Vanquis Bank absence management policy with a view to maintaining absence levels below 3%.
- Manage agent performance in line with the Vanquis Bank performance management policy.
- Identify training needs and agree development/action plans where appropriate.
- Encourage responsibility, ownership and support amongst the agents within the team and where appropriate across other business areas.
• Facilitate recruitment, training and development of agents to ensure temp to perm ratio is reduced and maintained at 90/10 (90% perm v 10% temp).
Managing Business Processes
- Perform all tasks following company policy and procedures, including legal and regulatory requirements.
- Embrace all prescribed company standards such as TCF and monitor and act upon team performance to ensure adherence to required standards.
- Create improvements in business processes by contributing ideas and implementing agreed changes into the team's day-to-day operations.
- Acts as a catalyst for change and has the ability to initiate change and work with change in a range of environments producing consistent results.
• Lead and participate in projects work as required.
Managing the Customer Relationship
- Manage and monitor the resolution of more complex escalated enquiries from external and internal customers. Ensure appropriate complaint resolution through Root Cause Analysis to prevent reoccurrence of the same issues.
• Actively coach staff to improve their capability to handle complaints to reduce the number of cases requiring escalation
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