Customer Service Manager - Credit Control Job in Manchester, Greater Manchester

Customer Service Manager – Credit Control Job in Manchester, Greater Manchester. Apply for the latest Manchester, Greater Manchester jobs in Accounting/Financial/Insurance.

Customer Service Manager – Credit Control Job in Manchester, Greater Manchester

Job Description
The Portfolio Group are sourcing for an exceptional Customer services manager with a proven track record of training and development of large teams, alongside continued client services support surrounding quality of calls and customer feedback. This role will require significant interaction with senior stakeholders across the Group, this role will ensure all our Credit Control teams deliver the quality of client service required to ensure they are key contributors to the Group's client retention initiative.

Job Overview:

Reporting to the Group Head of Credit this role is key to minimising the attrition of both our client base and Credit Control Members by providing a framework of continuous support and development for the teams. Face to face training and feedback will be required, so the role involves frequent travel.

Key Responsibilities:

Continuous improvement and training within the Credit Control team.
Overall responsibility for the development, training, and quality of service delivery of the UK and Ireland Credit Control Teams with strong focus on call quality and the implementation of a structured call model.
Deliver both virtual and F2F training and maintain the Credit Control onboarding programme and ongoing training schedules, including liaising with the CICM for the provision of suitable training modules, to provide outstanding client service.
Support development of the reporting suite and relevant KPIs and SLAs to enable tracking of quality of service delivered.
Ensure both individual and team productivity and quality of service delivery meets or exceeds the requirements of relevant KPIs, and SLAs set for the Group Credit Control Teams.
Analyse complaint 'Trends and themes' to identify where recurring service quality issues arise, provide root cause analysis and the implementation of corrective actions.
Review sample accounts before being passed to Retention and as part of Litigation process to ensure contact activity remains at expected levels, system notes are comprehensive, and the correct decision process is being applied.
Use the call monitoring tool to check call quality and call-handling performance, apply our standard scoring method and then feedback to the Credit Control Seniors and individual team members. Where required support disciplinary meetings to uphold expected standards of service.
Provide input into Team Seniors' and Credit Controllers annual/half-year appraisals, providing clear objectives and goals for the quality-of-service delivery.
Liaise with Sales, Client Experience, Advice, Retention, and other relevant functions across the Group to ensure the teams stay up to date with new products and services offered to the client base.

The above is not an exhaustive list and the role will be expected to perform different tasks to support the changing demands of the function and the overall business objectives of the growing business in question.

Role Metrics:

Weekly Team Productivity reporting against SLAs/KPIs with completed/proposed actions to the Group Head of Credit and relevant Finance Heads where underperformance identified.
Weekly summary of call listening exercises completed, score summary and completed/proposed actions for improvement to the Group Head of Credit and relevant Finance Heads.
Minimum quarterly call and email quality review for every Payment Team member with a minimum of five calls and five emails reviewed and scored for each.
Monthly reporting of all Payments Teams related client complaints.
Six monthly inputs into the performance reviews of all Payment Team Leads/Snrs, annual input for Payment Team Members.

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INDPENS

Job Type: Permanent, Full Time
Location: Manchester, Greater Manchester
Category: Accounting/Financial/Insurance
City: Manchester
County: Greater Manchester
Country: United Kingdom
Salary: £40000 – £45000/annum
Benefits: