Team Manager

Key Responsibilities

• 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.
• 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.
• 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.
• 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.