Team Manager

Department: Debt Recovery

Employment Type: Permanent - Full Time

Location: Leeds

Description

The Team Manager (FSR) will work with the Head of Recoveries and other senior colleagues to develop best practice, deliver high-quality customer rehabilitation services and support achievement of the agreed business plan.

The role will lead an engaged and committed Customer Priority Team that builds lasting relationships with clients and their customers. It will ensure sufficient resource is available and allocated effectively to achieve agreed service levels.

You will ensure that clients represented by Flint Bishop receive proactive, consistent and efficient service.

This is a full-time role, Monday to Friday, 37.5 hours per week, based at our Leeds office. The role reports to the Head of Recoveries, with overall reporting to the Head of Debt Services.

Key Responsibilities

Business planning and service delivery

• Contribute to the development and achievement of the Recoveries Department Business Plan.
• Ensure the Customer Priority Team is structured and resourced to deliver agreed service levels.
• Allocate work and resources effectively, responding to changes in volumes, priorities and client requirements.
• Contribute, where possible, to achievement of the team's budgeted performance and wider commercial objectives.
• Identify and deliver best practice that benefits the firm, its clients and their customers.

People leadership and development

• Provide clear roles, responsibilities, objectives and performance expectations for every team member.
• Lead, engage and motivate the team, promoting accountability, collaboration and a customer-focused culture.
• Provide appropriate training, coaching, feedback and career development to support capability and progression.
• Ensure sensitive matters are escalated promptly to you or, in your absence, another member of the Collections and Recoveries Management Team.

Quality assurance, complaints and compliance

• Complete first-line-of-defence call monitoring and scoring, providing timely feedback and coaching where required.
• Work with other Team Managers to ensure all Collections and Recoveries colleagues meet minimum call-handling requirements.
• Complete first-line-of-defence complaint reviews and scoring, taking corrective action and providing coaching where required.
• Ensure client complaints and concerns are documented and addressed promptly, with root causes rectified and lessons learned shared.
• Ensure compliance with firm policies and procedures and professional obligations under the SRA Standards and Regulations.

Management information and continuous improvement

• Ensure all prescribed and ad-hoc client management information reporting requirements are met accurately and on time.
• Use performance data and quality findings to identify trends, risks and opportunities for improvement.
• Identify and facilitate system and process improvements that enhance the service delivered by the team.
• Understand and use the case management system effectively and contribute to its continued development.

Skills, Knowledge and Expertise

You will:

• Have previous experience leading a team
• Preferably have prior debt recovery experience in a secured lending setting
• Have a genuine desire and interest in working in debt recovery
• Have excellent time management skills and the ability to work to tight deadlines with your caseloads

Benefits

What we offer?

• Competitive salary
• Bonus potential
• Great working environment at our Leeds offices
• Career development opportunities
• 25 days holiday plus bank holidays
• Options to buy & sell 1 week's holiday
• 1 week's holiday carry over
• Extra day off for your birthday
• Staff card discount scheme for local shops
• Social days and evenings on the firm
• Staff discounts on legal services