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Collections Team Leader

4 weeks ago

Cape Town, South Africa Outworx Full time

**Objective**:
To achieve optimal recovery of outstanding client debt through first-time resolution, taking into account individual customer circumstances. This role aims to meet or exceed quality assurance, collections KPIs, and targets while delivering professional and accurate service.

**Key Responsibilities**:
**Customer Interaction**:

- Handle inbound and outbound calls to meet cash collection goals and business expectations.
- Communicate effectively with clients, collecting outstanding payments, and arranging or negotiating repayment plans and direct debit reinstatements through first-time resolution.
- Provide members with key information regarding their membership performance to reduce churn.
- Process payments via credit and debit cards over the phone.
- Operate and interact with business content management systems.

**Documentation & Compliance**:

- Create and maintain comprehensive records of all customer and debt management discussions in line with current procedures.
- Manage direct debit schedules in compliance with AUDDIS and BACS regulations.
- Support business change and management initiatives.
- Protect personal and confidential data about employees, customers, members, and suppliers, ensuring compliance with data protection standards.

**Personal Development & Team Contribution**:

- Take ownership of quality, competence, and results.
- Actively participate in training and be accountable for personal development and objectives.
- Achieve departmental KPIs to contribute to the overall success of the business.
- Be passionate about member success, proactively identifying opportunities where others see challenges.
- Perform ad hoc duties in line with the evolving business strategy, retaining flexibility in the role.

**Key Characteristics for Success**:

- A skilled influencer and negotiator with a confident telephone manner, capable of clear and concise communication.
- A self-starter with a positive and proactive attitude.
- Eager to learn, progress, and contribute to the success of the team and the business.
- Ability to maintain a friendly demeanor while pushing hard to achieve targets and deadlines.
- Strong IT and administrative skills to maintain accurate and up-to-date records.
- Strong interpersonal skills, thriving in a team environment.
- Ability to work well under pressure, managing multiple tasks while meeting operational needs and departmental goals.
- Excellent communication skills, with the patience to listen and understand problems, then offer effective solutions.
- Engagement in achieving team and personal targets, reviewed monthly.
- A continuous improvement mentality, with the ability to adapt quickly and proactively to changes in processes or departmental initiatives.

**Experience Required**:

- A minimum of 2 years of experience managing a team of collections/payment support advisors within the UK market.
- Matric or NQF 4 equivalent qualification.

**Job Types**: Full-time, Permanent