The Inbound/Outbound contact centre initiates and receives telephone calls from customers with various credit management related queries. The Incoming approach provides the first point of contact for customers receiving notice from us regarding non-payment of their bills. The advisors will provide support and advice on the best way to manage the outstanding debt, advising on county claims/judgements, setting up payment plans or trust fund support. The Outbound activity initiates contact with customers unable to keep up with their payment plans by communicating with them using a variety of methods including automated outbound dialling, tele-messaging, and SMS. The team manager has the responsibility of motivating and managing a team of 10-15 Credit Management telephone agents responsible for maximising cash collection, through close performance measurement and regular feedback.
Manage and motivate team and individual performance, ensuring team and individual targets are achieved and maintained. Provide regular performance feedback to team members. * Manage workloads to ensure key timescales and performance measures are met. * Monitor and manage resource, process and procedures to attain maximum efficiency. * Support advisors with escalated customer calls. * Ensure all advisors receive training and support required * Interrogate appropriate systems to maintain a high grade of telephone service levels * Work with the management team and stakeholders to ensure issues and improvements are identified, and we are working to resolve them. * Promote a quality approach in all team activities. * Maximise cash collection.
Essential: * Experience of people management * Experience in a customer facing environment Desirable: * Knowledge of TARGET billing system * Knowledge of credit management processes
In order to succeed in this role it is expected that you will have: * Leadership - to be able to motivate and develop a team to achieve targets. * Excellent customer care skills and a passion to help others. * Attention to detail and problem solving skills. * Good interpersonal / communication skills with all levels. * High level of personal maturity * Need to have excellent organisational and time planning skills * Team player with the ability to use own initiative. * Be forward thinking always looking for ways of improving how and what we do * Ability to build relationships * Ability to inspire and motivate others * Ability to work in a pressurised environment * Be flexible and have a drive to deliver
Essential * GCSE Maths and English, grade 'C' or above Desirable * Institute of Credit Management