Enforcement Team Manager – Performance & Compliance

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

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