Collections Team Leader

Sopra Steria Group; Newcastle upon Tyne; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

An established industry player seeks a dynamic Team Leader to guide a collections team in delivering exceptional customer service. This role emphasizes coaching, motivating, and developing team members while ensuring compliance with regulatory standards. The ideal candidate will foster a positive work environment and effectively manage customer relations. With a hybrid work model, employees enjoy flexibility and a supportive culture that prioritizes work-life balance. Join a forward-thinking organization that values its people and offers a range of benefits, including generous leave options and a health cash plan.

Benefits

25 days annual leave

Health cash plan

4 x death in service life assurance

Pension

3 days paid volunteering

5 days paid carer's leave

Flexible benefits fund

Qualifications

• Experience leading a collections team with a focus on customer service.
• Strong communication skills and ability to analyse data.

Responsibilities

• Coaching and developing a team to achieve good customer outcomes.
• Handling escalated customer complaints and ensuring timely resolutions.
• Analysing operational metrics for team performance insights.

Skills

Leadership experience in collections

Strong verbal and written communication

Supervisory skills

Ability to analyse data

Adaptability to change

Proactive approach

Job description

Do you have experience of leading a collections team and a passion for delivering outstanding customer service?

We are looking for someone with knowledge of regulatory requirements within the financial services sector and experience of supervising, coaching and providing feedback, to lead a team of collections agents.

Your purpose will be to lead, coach, motivate and develop a team of people to ensure they meet individual and departmental objectives. As a people leader, Team Leaders should actively demonstrate Sopra Steria’s company values and lead their team to do the same. They must encourage and drive a culture where full focus is placed on delivering fair customer outcomes, whilst adhering to regulatory and client requirements.

We recognise that work-life balance isn’t a luxury – it’s a necessity. We give employees the flexibility to help them achieve a healthier work-life balance and perform at their best. You will spend 2 days in our Newcastle office and 3 days working from home (a little more in the office during training).

What you will be doing:

• Effectively coaching and developing a team with the focus on delivering good outcomes for the customer and the business.
• Motivating individuals and the team to generate a positive, working environment and produce work of a high standard.
• Communicate with internal and external stakeholders, building rapport and relationships as appropriate to raise the profile of the team.
• Serve as the first point of escalation for complex cases, providing solutions and guidance to the team.
• Assist in handling escalated customer complaints, ensuring timely resolution and continuous improvement in the complaints process.
• Analysing and reporting on key operational metrics to provide insight and assurance as to overall performance of your team.

What you will bring:

• Leadership experience working in a collection’s environment.
• Strong verbal and written communication skills, with the ability to analyse data effectively.
• Excellent supervisory skills with the ability to delegate, lead and develop individuals.
• Ability to adapt to change and remain calm under pressure.
• Have a proactive approach, be self-motivated and willing to acquire new skills.

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do enquire, we’d love to hear from you!

Employment Type: Full-time, Permanent
Location: Newcastle (Hybrid)
Security Clearance Level: SC
Internal Recruiter: Rachel
Salary: Up to £45,000 (depending on experience)
Benefits: 25 days annual leave with the option to buy additional days, health cash plan, 4 x death in service life assurance, pension, 3 days paid volunteering, 5 days paid carer's leave and generous flexible benefits fund which you can take in cash.

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