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Team Manager – Sheffield – Permanent

Nicholas Howard Limited are delighted to be recruiting for a new and exciting role as a Team Manager.

Based in Sheffield, the role is part of an operational team and is responsible for leading a team of negotiators to resolve arrears on accounts, primarily through telephone negotiation. The role reports to the Senior Collections Manager.

The primary objectives of the role are to:

  • Lead the day to day operations of the team to ensure effective management of caseloads and ensure accounts are actioned on a timely basis.
  • Plan, prioritise and schedule team activities and resources to ensure best financial return, by meeting all key targets and KPI’s.

Core Responsibilities:

  • Monitor status of team’s activities to identify problem areas and adapt procedures / work methods / schedules as required to improve overall performance of the team.
  • Conduct as a minimum, daily briefings of activity with your team, monthly performance 1:1’s with all Negotiators, monthly team meetings and appraisals in line with the company timetable.
  • Respond to more complex queries escalated from team members.
  • Manage team overtime, holidays, RTW, productivity.
  • Uplift performance at individual and team level to ensure service standards are maintained and underperformers are managed up or out of the business quickly.
  • Monitor call quality in conjunction with the call analysts, providing support and coaching activity to drive improved performance, including side by side / remote call listening / call calibration.
  • Carry out regular account reviews to maximize collection activity and identify opportunities for improvement in team’s performance.
  • Handle manager calls and queries, including deputising for Senior Collections Manager in their absence.
  • Log complaints and take appropriate action and preventive measures.
  • Ensure compliance with all relevant legal, regulatory, client and internal policy and procedure requirements.
  • Support the team to meet or exceed set standards by achieving agreed performance objectives and key performance indicator.
  • Work in partnership with other departments in to meet business objectives.
  • Adhere at all times to the principles of Treating Customers Fairly.
  • Working in line with Company and legislative requirements in Health, Safety & Welfare for both self and others.

Skills & Competencies:

Essential:

  • Working knowledge of FCA regulations and DPA / GDPR principles,
  • People Management.
  • Coaching and mentoring.
  • Excellent communication skills.
  • Bright and enthusiastic nature.
  • Dispute resolution.
  • Ability to demonstrate a professional approach to all circumstances.
  • Good organisational and administrative skills with a proven ability to prioritise tasks.
  • Adaptability and flexibility.
  • MS Office and / or Google experience.

Desirable:

  • Debt Collection Agency experience.
  • Experience of working on a telephone dialler.

To be considered for this position please apply below.