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Collections Advisor Team Leader

The Collections Advisor Team Leader is responsible for supervising a team of collections advisors who are responsible for taking on pre-litigated matters and making and receiving high volumes of calls on behalf of the firm’s client to recover aged debt.

The role focuses mainly on day-to-day supervision of the team, conducting reviews on the collections advisors’ matters, overseeing quality, call performance and making recommendations for training and continuous improvements.

The Collections Advisor Team Leader will not only handle key client accounts but also provide department managers with updates on revenues recovered and performance against established KPIs.

This Team Leader role reports to the Head of Debts Services.

We are ideally looking for candidates from a consumer collections/debt recovery background, but other contact centre team leaders or recoveries team leaders with relevant skills would be considered.

The role is full time, 36.25 hours per week, based at our new head offices at Pride Park, Derby.

Key Responsibilities

* Supervise the day-to-day work and operations of the Collections Advisors in the Debt Recovery team, specifically focusing on the non-contested clients.

* Work closely with the Debt Recovery Managers and Head of Debts Services on departmental matters, ensuring a smooth process between pre & post-litigation matters.

* Run own senior-level caseload of debt recovery matters.

* Contribute to business development activities for the department, including working on client pitches and tenders and attending client meetings where necessary.

* Ensure financial targets are met within the department, both on a personal and team level.

* Ensure that all firm-wide and departmental SLAs and procedures are followed.

* Assist junior fee-earner with their own caseload; offering support and guidance where needed.

* Run regular file reviews of fee-earners, raise any issues arising and use this as an ongoing developmental tool.

* Produce management information as required by the Debt Recovery Managers.

* Liaise directly with clients where necessary and be their day-to-day contact.

* Continually upskill personal knowledge of the litigation process and debt recovery, become an expert in all matters and share this with the wider team.

Skills, Knowledge and Expertise

You will:

* Preferably have prior debt recovery experience in an energy or utilities setting

* Previous supervisory experience in a contact centre environment or legal setting

* Be able to work alone and manage your own caseload

* Have a genuine desire and interest in working in a contentious area of the law

* Have excellent time management skills and the ability to work to tight deadlines with your caseloads

Disclosure will be required in the event that a position is offered.
Financial checks will be required in the event that a position is offered