Collections Team Leader

Job title: Collections Team Leader

Company: Sopra Steria


Job description: Do you have experience of leading a collections team and a passion for delivering outstanding customer service?We are looking for someone with knowledge of regulatory requirements within the financial services sector and experience of supervising, coaching and providing feedback, to lead a team of collections agents.Your purpose will be to lead, coach, motivate and develop a team of people to ensure they meet individual and departmental objectives. As a people leader, Team Leaders should actively demonstrate Sopra Steria’s company values and lead their team to do the same. They must encourage and drive a culture where full focus is placed on delivering fair customer outcomes, whilst adhering to regulatory and client requirements.We recognise that work-life balance isn’t a luxury – it’s a necessity. We give employees the flexibility to help them achieve a healthier work-life balance and perform at their best. You will spend 2 days in our Newcastle office and 3 days working from home (a little more in the office during training).What you will be doing:

• Effectively coaching and developing a team with the focus on delivering good outcomes for the customer and the business.

• Motivating individuals and the team to generate a positive, working environment and produce work of a high standard.

• Communicate with internal and external stakeholders, building rapport and relationships as appropriate to raise the profile of the team.

• Serve as the first point of escalation for complex cases, providing solutions and guidance to the team.

• Assist in handling escalated customer complaints, ensuring timely resolution and continuous improvement in the complaints process.
• Analysing and reporting on key operational metrics to provide insight and assurance as to overall performance of your team.

What you will bring:

• Leadership experience working in a collection’s environment.

• Strong verbal and written communication skills, with the ability to analyse data effectively.

• Excellent supervisory skills with the ability to delegate, lead and develop individuals.

• Ability to adapt to change and remain calm under pressure

• Have a proactive approach, be self-motivated and willing to acquire new skill

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do enquire, we’d love to hear from you!Employment Type: Full-time, Permanent
Location: Newcastle (Hybrid)
Security Clearance Level: SC
Internal Recruiter: Rachel
Salary: Up to £45,000 (depending on experience)
Benefits: 25 days annual leave with the option to buy additional days, health cash plan, 4 x death in service life assurance, pension, 3 days paid volunteering, 5 days paid carers leave and generous flexible benefits fund which you can take in cash.Loved reading about this job and want to know more about us?Our Specialist Private Sector team are experienced in a range of different markets including Banking, Insurance, Retail, Travel, Transport and Utilities. We help our customers develop, deliver and operationalise their digital transformation strategies. We work in true partnership with our customer, gaining a deep understanding of their business and technology issues.Our capabilities and credentials across Private Sector markets enable the design, delivery and management of business transformation programmes. We help our clients respond to changing customer demands, keep ahead of the competition, and safeguard their systems from evolving business and technology risks.
Come and join us.The personal information we will need to collect from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by [https://www.cifas.org.uk/fpn].

Expected salary: £45000 per year

Location: Newcastle

Job date: Fri, 11 Apr 2025 03:32:01 GMT

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