Enforcement Agent Manager

Dukes Bailiffs Limited; Stone; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

25 days annual leave

Company Pension Scheme

Social events throughout the year

Company Sick Pay Scheme

Workplace Mental Health initiative

Job summary

Dukes Bailiffs Limited in Stone, Staffordshire is seeking an Enforcement Agent Manager to lead a team of Enforcement Agents under the Senior Agents, and to drive performance, compliance and customer service. The role reports to the HR & Operations Director and operates in a hybrid model, balancing on-site supervision with remote or flexible arrangements.

You will set targets, monitor performance, deliver coaching, handle tough situations, maintain quality, and work with internal and client teams

Qualifications

• Experience managing or leading a team within enforcement, collections, debt recovery, field operations, compliance or a similarly performance-driven environment.
• Proven experience managing individual and team performance against targets and key performance indicators.
• Experience of coaching, developing and motivating team members to improve performance and achieve consistently high standards.
• Experience of conducting performance reviews, observations and one-to-one meetings, including addressing underperformance and implementing appropriate improvement plans.
• Experience of analysing performance data and management information to identify trends, risks and opportunities for improvement.
• Experience of resource planning and managing workloads to meet operational demand and business priorities.
• Experience of working within regulated, compliance-focused or procedure-driven environments.
• Good IT skills, with experience using Microsoft Office, particularly Excel, and the ability to interpret and present performance data.

Responsibilities

• Manage the day-to-day performance and activity of Enforcement Agents, ensuring workloads and resources are effectively planned and aligned to operational demand.
• Monitor, analyse and report on individual and team performance, using management information and performance data to identify trends, risks, opportunities and areas requiring intervention.
• Set, review and monitor individual and team targets across key performance areas, including quality, collections, compliance, productivity and complaint handling.
• Develop and implement performance plans where required, providing clear objectives, regular reviews, coaching and appropriate support to enable agents to achieve and maintain expected standards.
• Conduct regular observations, coaching sessions and performance reviews, providing constructive feedback and identifying opportunities for individual development and progression.
• Support and manage Enforcement Agents to effectively handle challenging situations, conflict and complaints, ensuring interactions remain professional, proportionate and aligned with company standards and procedures.
• Maintain a strong focus on quality and compliance, working closely with the QA team to ensure regular footage and case reviews are completed and any identified issues are addressed promptly.
• Monitor complaints, incidents and quality findings, identifying recurring themes and implementing appropriate actions to reduce risk and improve the customer and client experience.
• Ensure Enforcement Agents consistently follow company policies, operational procedures, regulatory requirements and client-specific instructions.

Skills

Leadership

Performance management

Coaching and development

Decision-making

Resilience

Quality and compliance focused

Organisation and resource planning

Conflict management

Accountability

Continuous improvement

Positive, professional attitude

Tools

Excel

Microsoft Office

Job description

Enforcement Agent Manager

The Role at a Glance

Locations/ regions required: Stone, Staffordshire

Department: Enforcement

Reporting to: HR & Operations Director

Working pattern: Hybrid

Salary: up to £45,000 per annum based on experience

A Great Place to Work®

At Dukes, we’re proud to be recognised for our culture, fairness and commitment to doing the right thing for our people and for the communities we serve.

Dukes is externally certified as a Great Place to Work®, based entirely on feedback from our team. Dukes is a Disability Confident Employer, committed to fairness, accessibility and equal opportunities.

About The Role

The Enforcement Agent Manager is a critical contributor to the success and further growth of the Enforcement Team. They oversee a team of Enforcement Agents with the support of the Senior Enforcement Agents, with overall responsibility for Enforcement Agent performance including collections, quality, complaints, absence and accuracy. They will liaise with the HR & Operations Director and other operational team managers to deliver the company strategy.

Job Summary

• Manage the day-to-day performance and activity of Enforcement Agents, ensuring workloads and resources are effectively planned and aligned to operational demand.
• Monitor, analyse and report on individual and team performance, using management information and performance data to identify trends, risks, opportunities and areas requiring intervention.
• Set, review and monitor individual and team targets across key performance areas, including quality, collections, compliance, productivity and complaint handling.
• Develop and implement performance plans where required, providing clear objectives, regular reviews, coaching and appropriate support to enable agents to achieve and maintain expected standards.
• Conduct regular observations, coaching sessions and performance reviews, providing constructive feedback and identifying opportunities for individual development and progression.
• Support and manage Enforcement Agents to effectively handle challenging situations, conflict and complaints, ensuring interactions remain professional, proportionate and aligned with company standards and procedures.
• Maintain a strong focus on quality and compliance, working closely with the QA team to ensure regular footage and case reviews are completed and any identified issues are addressed promptly.
• Monitor complaints, incidents and quality findings, identifying recurring themes and implementing appropriate actions to reduce risk and improve the customer and client experience.
• Ensure Enforcement Agents consistently follow company policies, operational procedures, regulatory requirements and client-specific instructions.
• Maintain a strong understanding of enforcement processes and ensure that agents are appropriately supported when dealing with complex, sensitive or high-risk cases.
• Liaise with internal departments, managers, clients and other relevant stakeholders to gather information, resolve operational issues and ensure effective communication across the Enforcement Department.
• Produce and present accurate performance data, statistics and management information to inform operational decision-making and identify areas for improvement.
• Identify trends in performance, collections, quality, complaints and operational activity, using insight to recommend and implement improvements.
• Ensure effective resource planning and deployment of Enforcement Agents, taking account of demand, geographical requirements, workloads, availability and business priorities.
• Support recruitment, induction and onboarding of new Enforcement Agents, working with the HR team to ensure new starters receive appropriate training, guidance and support.
• Work closely with the HR & Operations Director to implement departmental strategies, operational improvements and initiatives that support business objectives.
• Embed company strategy, values and expected behaviours through regular team communication, objective setting, performance reviews and day-to-day management.
• Lead by example, promoting a professional, accountable, engaging and performance-focused culture across the Enforcement department.
• Identify training and development needs within the team and work with relevant stakeholders to ensure appropriate training, coaching and support are provided.
• Ensure accurate and timely completion of departmental records, reports, performance reviews and other required documentation.
• Take appropriate action when performance, conduct, quality or compliance standards are not met, working with HR where formal processes are required.
• Support the management of operational incidents, escalations and serious complaints, ensuring issues are investigated appropriately and actions are recorded and followed through.
• Contribute to wider operational projects and initiatives, providing insight and recommendations based on frontline enforcement activity and team performance.
• Continuously review departmental processes and identify opportunities to improve efficiency, performance, quality, compliance and the overall service provided to clients and customers.
• Maintain confidentiality and handle sensitive employee, client and customer information appropriately at all times.

Experience

Key skills & experience

• Previous experience managing or leading a team within enforcement, collections, debt recovery, field operations, compliance or a similarly performance-driven environment.
• Proven experience managing individual and team performance against targets and key performance indicators.
• Experience of coaching, developing and motivating team members to improve performance and achieve consistently high standards.
• Experience of conducting performance reviews, observations and one-to-one meetings, including addressing underperformance and implementing appropriate improvement plans.
• Experience of analysing performance data and management information to identify trends, risks and opportunities for improvement.
• Experience of resource planning and managing workloads to meet operational demand and business priorities.
• Experience of working within regulated, compliance-focused or procedure-driven environments.
• Good IT skills, with experience using Microsoft Office, particularly Excel, and the ability to interpret and present performance data.

Skills/attributes

• Leadership You are a confident and credible people leader who can motivate, support and challenge team members while maintaining clear expectations and accountability.
• Performance management You are comfortable setting targets, monitoring performance and having constructive conversations about performance, behaviour and development. You are able to recognise both strong performance and areas requiring improvement.
• Coaching and development You have the ability to coach individuals effectively, provide clear and constructive feedback and identify practical ways to support improvement and development.
• Decision-making You are confident making timely, evidence-based decisions and taking appropriate action when faced with operational issues, complaints, performance concerns or competing priorities.
• Resilience You are able to remain calm and professional when dealing with pressure, conflict, challenging conversations and competing demands. You are able to support your team while maintaining appropriate boundaries and accountability.
• Quality and compliance focused You understand the importance of following processes, maintaining professional standards and ensuring that performance targets are achieved without compromising quality, compliance or customer experience.
• Organisation and resource planning You are highly organised and able to manage multiple priorities, plan resources effectively and respond quickly when operational requirements change.
• Conflict management You are confident dealing with difficult conversations and challenging situations and can de-escalate issues while remaining professional, fair and focused on an appropriate resolution.
• Accountability You take ownership of your team's performance and outcomes, follow through on agreed actions and hold yourself and others accountable for meeting expected standards.
• Continuous improvement You actively look for ways to improve processes, performance and the service provided, and are willing to challenge existing ways of working where there is a clear opportunity to improve.
• Positive, professional attitude You lead by example and maintain a positive, professional and solutions-focused approach, including during periods of high demand or operational pressure.

Salary & Benefits

Grade: 3A - Middle Manager

• 25 days annual leave, plus bank holidays.
• Mandatory office shut-down between Christmas and New Year to switch off and enjoy the festive season.
• Company Pension Scheme
• Social events throughout the year
• Company Sick Pay Scheme
• Workplace Mental Health initiative