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Collections Manager
Milton Keynes

About the Role

Do you have a keen eye for detail? Are you passionate about seeking the best outcome for customers? Are you empathetic and able to calm people in distress?

We are currently hiring for pragmatic, enthusiastic, determined Collections Manager to join my clients dynamic team based in the Milton Keynes area. 

The Collections department helps business energy customers in financial difficulty to create sustainable payment solutions to suit both the customer and the company.   
In this role, you will have the opportunity to Lead and manage the Team Leaders of collections advisors and debt recovery partners who are undertaking all aspects of collection activity.

You will deliver strategic business objectives through effective management of the collection team by providing clear direction, inspiring, developing and coaching them to meet and exceed targets by taking ownership and supporting continuous improvement.

Key tasks

  • Drive best practice and continual improvement. Develop, maintain, and monitor departmental communications and procedures, making recommendations for improvements, efficiency, and automation. Ensure practices comply with legislative, regulatory and license governance. Implement effective processes for Collection Advisors to interact with customers via telephone, email, live chat, or instant message.
  • Adopt an inspirational approach towards aligning departmental objectives with team development needs. Provide constructive feedback, coaching and support to the Team Leaders.  Ensure their development, using a variety of development tools. Hold regular meetings with the department to discuss expectations and hear team concerns
  • Cascade strategic business and departmental objectives to Team Leaders to enable them to propose realistic business-focussed team targets to you for approval.
 Key Objectives
  • Reducing the risk of bad debts to the business
  • Manage and support the team to achieve their maximum potential and help become the employer of choice
  • Support the business through operational effectiveness and delivery of KPIs, digital first
  • Deliver a service that is customer centric, striving to achieve first contact resolution
  • Committed to learning

constantly on the hunt for the best candidates