Senior Relationship Team Leader

DCBL (Direct Collection Bailiffs Ltd); Runcorn; On-site; GBP 32,000 - 39,000; Full time

Job summary

DCBL (Direct Collection Bailiffs Ltd) in Runcorn is looking for a Senior Relationship Team Leader to support the leadership of our South Africa Contact Centre operations. You will lead up to two Relationship teams, drive performance and ensure high-quality customer service, with oversight of UK Collections Administration and HR processes.

You will travel as required to support operations and collaborate with cross-functional teams to deliver strong collections results while maintaining

Qualifications

• Experience leading teams in a fast-paced contact centre environment.
• Proven ability to coach, motivate and develop teams to hit targets.
• Strong communication and interpersonal skills with a focus on outcomes.
• Experience managing KPIs and driving performance improvements.
• Understanding of compliance and data security standards.

Responsibilities

• Lead, motivate and develop up to two Relationship teams within our South Africa Contact Centre.
• Coach and support team members to achieve individual and team performance targets.
• Drive collections in line with operational targets.
• Monitor KPIs and implement improvement plans to drive high performance.
• Conduct regular performance reviews, coaching sessions and development planning.
• Ensure compliance with company policies, legal requirements and data security standards.
• Lead the UK Head Office Administration team, ensuring productivity and quality standards are achieved.
• Manage invoicing for the South Africa operation.
• Work closely with Quality Assurance to improve service delivery and customer outcomes.
• Oversee workload management, including scanned post allocation and administrative processes.
• Support HR activities including attendance management, conduct issues and performance management.
• Act as deputy for the Contact Centre Manager when required.
• Collaborate with fellow Team Leaders to share best practice and provide cover during periods of leave.

Skills

Leadership

People management

Communication

Coaching

KPI management

Analytical thinking

Problem solving

Data security awareness

Tools

Microsoft Word

Microsoft Excel

Job description

Location: Runcorn -Office Based- Contact Centre

Salary: Up to £35,000 dependant on experience

Join Our Team!

DCBL - award winning debt collection. Want to be part of the change?

We are looking for an experienced and motivated Senior Relationship Team Leader to support the leadership of our South Africa Contact Centre operations. This is an exciting opportunity for a passionate leader who thrives in a fast-paced environment and enjoys developing high-performing teams while delivering exceptional customer service. Reporting to the Contact Centre Manager, you will lead up to two Relationship teams, provide operational support, and act as deputy when required. You will also oversee our UK Collections Administration team and support key business functions including performance management, compliance, invoicing, and HR processes. Ultimately driving performance to maximise collections on behalf of our clients. As the role supports South Africa, you may be required to travel as part of your role.

What You'll Be Doing

• Lead, motivate and develop up to two Relationship teams within our South Africa Contact Centre.
• Coach and support team members to achieve individual and team performance targets.
• Drive collections in line with operational targets
• Monitor KPIs and implement improvement plans to drive high performance.
• Conduct regular performance reviews, coaching sessions and development planning.
• Ensure compliance with company policies, legal requirements and data security standards.
• Lead the UK Head Office Administration team, ensuring productivity and quality standards are achieved.
• Manage invoicing for the South Africa operation.
• Work closely with Quality Assurance to improve service delivery and customer outcomes.
• Oversee workload management, including scanned post allocation and administrative processes.
• Support HR activities including attendance management, conduct issues and performance management.
• Act as deputy for the Contact Centre Manager when required.
• Collaborate with fellow Team Leaders to share best practice and provide cover during periods of leave.

What We're Looking For

• Previous experience in a Team Leader, Supervisor or Management role.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Proven ability to coach, motivate and develop teams.
• Strong organisational and time management skills.
• Experience managing KPIs and driving performance improvement.
• Good analytical and problem-solving abilities.
• High level of computer literacy, including Microsoft Word and Excel.
• Understanding of operational processes, compliance and quality standards.
• Ability to work in a fast-paced, changing environment.

Why Join Us?

Be part of a supportive and collaborative leadership team.

Opportunity to make a real impact by developing people and improving performance.

Career development and progression opportunities.

A dynamic and rewarding working environment.