Client Service and Collections Manager

Reporting directly to the COO, you will be responsible for providing leadership and direction to a team of six staff members across Collections and Customer Service including:

  • Managing a team of customer service & collection team members dedicated to providing support to Brokers and Introducers and a vast range of business customers (SME’s through to large Government Departments).
  • Oversee daily and weekly workflow for staff members ranging from collection activities through to processing end of lease agreements.
  • Support, guide and coach team members to enhance their skills to provide an exceptional customer experience.
  • Drive the delivery of set KPI’s and SLA’s.
  • Handle escalations and propose effective solutions that work for both the customer and the business.
  • Effectively and efficiently resolve any complaints or disputes.
  • Manage the arrears from early stage to loss recovery.
  • Establishing and distributing various reports for management and external parties.
  • Liaising with various internal and external stakeholders to resolve escalated queries and provide customers with proposed solutions.
  • Review processes and procedures for the department and implement efficiencies where required.
  • Support the COO with a variety of project transformation initiatives.

To be successful with this opportunity, you must have experience in the following areas and possess the below personal qualities:

  • Degree qualified in Business, Economics, Accounting or a related degree is highly regarded.
  • Ideally you will have 3 years’ experience working in the commercial finance space.
  • Proven track record leading and guiding a successful team within financial services.
  • Passionate and approachable people leader.
  • Demonstrated commitment to quality along with a desire to provide exceptional
  • Strong problem-solving skills coupled with the ability to implement processes & procedures to eliminate future risk.

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