Team Leader (Collections)
Target, United Kingdom

As Servicing Team Leader you’re accountable for leading a team of passionate Customer Service Executives amp; Experts to ensue they’re focusing on getting it right first time and always aiming to delight our customers.

You’ll coach and support your team to achieve their personal, professional and performance goals whilst empowering the team to spot opportunities to make a difference to our customers and Target ways of working.

You’re accountable for creating a positive working environment, so your team achieves high levels of performance in line with the competency framework. You coach and provide effective feedback on their contribution to our customer journey in their 121’s.

It’s a regulated environment, so you need to ensure you are up to date with the latest regulatory frameworks and best practice.

The Role:

• Helping your team with the most difficult queries and building their knowledge around complex issues
• Motivating your team we're changing fast and need to make sure our people stay engaged during challenging periods of demand
• Regularly reviewing the quality and compliance of your team's customer interactions to identify areas of potential improvement
• Recognise and reward outstanding performance through our My Recognition portal and continuously work on improving team motivation levels
• Ensure customer and internal feedback is acted upon delivering formal and informal coaching and feedback to your team to improve performance
• Ensure contractual client SLA’s and KPI’s are followed within the appropriate regulatory framework
• Build SME knowledge on current process and procedures, to enable to respond to queries effectively
• Understand the regulatory framework within which the team operates to ensure operational compliance
• Ensure regulatory compliance and Financial crime policies are adhered to
• Maintain and update team procedure guides to accurately reflect all processes conducted on department
• Manage team AHT amp; quality
• Assist in managing real time adherence to schedules
• Document any and all risks identified on department in line with Target Risk framework
• Feedback quality fails and breaches within 24 hours to agents responsible and ensure appropriate coaching support and relevant performance management is followed

• Be the point of contact for team member escalations, so need to be comfortable taking and making phone calls

Requirements

You’re someone who is:

• Passionate about providing fantastic levels of service for customers
• Has the ability to see things from the customers perspective and put the customer first
• Able to work and learn quickly in a fast paced, fun and dynamic environment
• Empathetic and works well with people
• Comfortable with dealing with call escalations
• Experienced in working to and achieving targets as a leader
• Able to motivate and drive a team
• Resilient
• Work in a challenging amp; fast paces environment
• Able to effectively prioritise multiple competing tasks within a fast-paced environment
• Passionate

You’re someone who has:

• Experience of managing teams to deliver successful outcomes
• 12 months or more in a Financial Service environment
• Contact centre environment

Benefits

We are passionate about creating a fun culture, innovating and implementing best practice, we care about your wellbeing amp; you will have opportunities to grow your career with us.

Job Rewards and Benefits