Senior Relationship Team Leader - Collections & Ops

DCB Legal Ltd; Greater London; On-site; GBP 32,000 - 39,000; Full time

Job summary

DCBL – award winning debt collection – seeks a Senior Relationship Team Leader to support leadership of our South Africa Contact Centre operations. You will lead up to two Relationship teams, drive performance, and oversee the UK Administration team while ensuring compliance and high service levels. Travel may be required.

Reporting to the Contact Centre Manager, you will develop talent, monitor KPIs and support HR processes. A dynamic leadership role in a fast-paced environment.

Qualifications

• 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.

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

Coaching

KPI management

Communication

Tools

Microsoft Word

Excel

Job description

DCBL – award winning debt collection – seeks a Senior Relationship Team Leader to support leadership of our South Africa Contact Centre operations. You will lead up to two Relationship teams, drive performance, and oversee the UK Administration team while ensuring compliance and high service levels. Travel may be required.

Reporting to the Contact Centre Manager, you will develop talent, monitor KPIs and support HR processes. A dynamic leadership role in a fast-paced environment.