Team Leader - #1771859

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This range is provided by Perch Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more

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TM Legal are searching for an Operational Team Leader

TM Legal is part of Perch Group. Our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution

Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success

Role Overview

The role holder will manage a collection team ranging from 8- 13 Case Managers, by coaching, developing and managing them to contribute to a best-in-class collection function. Ensure Team Performance Targets are exceeded individually and collectively through effective performance management. Developing and Coaching a Collection team to grow both individuals and the team

£36,000 + up to 20% of your annual salary, paid as a bonus

This role is office-based at our Manchester Spinningfields office

Key Responsibilities:

Responsible for monitoring and coaching collection agents use of telephone and

Checking and measuring progress of new trainees once they join the collection floor

Manage team and own time effectively to achieve objectives set

Assist in the monitoring of both inbound and outbound calls

Manage holiday and cover in the team to ensure that adequate resource is

available to provide an excellent customer experience

Identify areas of development and coach team members accordingly or make

request for support through training through line manager

Lead by example and set expectations that represent our business culture and ethos

Work with HR/L&D to provide development plans for future business needs and

recognised as a people builder

Use a variety of methods to communicate effectively with your team including,

121’s, huddles, team meetings and written communications

Develops and implements team activities and incentives that engage and drive success

Recruitment, development and retention of individuals to build a high

performing and effective team

Undertake performance reviews for the team on a monthly, quarterly and yearly basis

Monitors adherence and makes recommendations for improvement as

appropriate (on P&P’s, SOPS and TCF)

Assisting, motivating and developing team members by evaluating job

performance and identifying training requirements

Responsible for oversight and allocation of work and collection campaigns to

meet, daily, weekly and monthly targets

Also responsible for identifying and managing under-performers and provide

intensive coaching to help them achieve company targets and individual goals

You should apply for this role if you have…

Strong organisational skills and a keen eye for detail

High level of computer literacy coupled with analytical skills

High degree of tact and understanding people and situations

Ability to self-manage time and varying workloads and able to assist staff with prioritising their own workloads

Proven record of leading by example

The Application Timeline

A first stage video call with the internal recruitment team (15 minute call)

A face to face or video call with the hiring manager (approx. 45-60 minutes)

Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages therefore you should submit your application asap to avoid any disappointment

If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications

If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email ***********@perchgroup.co.uk

What’s In It For You

£36,000 + up to 20% of your annual salary, paid as a bonus

The opportunity to work in a brand new office based at Manchester Spinningfields

37.5 hours per week between 8am - 8pm, Monday to Friday

The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation

And many more benefits to support your wellbeing and professional development

We are an equal opportunities employer

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status

At Perch, our strength lies in our team, their enthusiasm, and their passion for the business. Whether you’re looking to gain foundational skills in financial services, have a knack for customer service, or seek to expand your horizons, we likely have the perfect opportunity for you

Seniority level Seniority level Associate

Employment type Employment type Full-time

Job function Job function Finance

Industries Collection Agencies and Financial Services

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