Kind Consultancy is working with a fast-growing Motor Finance firm which is currently seeking a Collections Account Manager to join them in a 12-month fixed-term-contract based in their Kent offices, with a hybrid work model, paying £34,000 – £37,000 dependent on experience.

Reporting to the Operations Manager you will be responsible for the day-to-day management of the Customer Support Specialists, overseeing the Customer Support function in a professional and effective manner ensuring fair customer outcomes and ensuring that the performance targets are achieved and opportunities to improve are identified, with key activities including:

• Being the point of reference and support for the team
• Training and coaching new and existing employees
• Holding and documenting probation & periodic performance reviews
• Ensuring Rota and absence policies are adhered to and absence/timekeeping issues are recorded accurately via the HR system
• Ensuring Customer Support KPI’s are met by utilising cover / shift patterns / holiday / leave
• Acting as the subject matter expert for all department procedures and policies along with any project involvement
• Management the phone system to ensure maximum cover is available whilst providing clear and succinct daily reporting to evidence controls are in place
• Running regular and ad hoc reporting make sure all team members are meeting the departments required KPI’s both in administrative tasks and telephony requirements
• Liaising with other Team Leaders to ensure equal distribution of information and support cover is provided where and when possible
• Conducting all administrative tasks required within delinquency management
• Recommending potential procedure changes by collecting information and suggesting change to the Operations Manager

Our ideal candidate for the Customer Support Team Leader fixed-term contract:

• Has demonstrable experience of managing high performing teams, or leading within a senior role, within an FCA regulated environment
• Is a good team player, flexible and able to work on own initiative, with strong interpersonal skills, and the ability to establish effective working relationships at all levels
• Is comfortable and credible in identifying and raising issues, particularly where driving good outcomes for customers are concerned
• Appreciates the importance of accuracy and attention to detail
• Demonstrates a sense of urgency and good work ethic, with the ability to work with competing deadlines and priorities
• Has excellent customer service skills and awareness of the importance of the customer
• Is comfortable and competent with MS Office products

If you’re interested in the Customer Support Team Leader opportunity, you have the skills and experience we’re looking for and you are based in or can commute to Kent, please apply with an updated CV today.