Regional Team Leader (Operations) South East UK

• Trained in all collection methodology and complete corporate and collecting officer onboarding, providing a comprehensive understanding of all collection processes and documentation.
• Responsible for the provision of a fully covered standby rota for the Collection Network Emergency Response Call Out Service to meet business KPI’s.
• Participate on an equal basis in the Duty Manager rota covering in and out of hours across 365 days of the year. Providing support and guidance for Collecting Officers and the CSC.
• Responsible for ensuring that collections are allocated to the closest, available and appropriately trained Collecting Officers.
• Responsible for line managing collecting officers using trend data to reduce complaints, performance and improvements to service provision.
• Conduct audits in line with the audit schedule and spot audits for your immediate team and support auditing other teams as required.
• Identify and support the recruitment of Collecting Officers
• Responsible for collecting kit, equipment and processing Collecting Officers as leavers in our system with a future end date.
• Responsible for the management of stock and equipment prevent excessive stock holdings and reduce waste.
• Responsible for ensuring the Collecting Officers meet Health & Safety standards which include but is not limited to:

• Meeting the Working Time Directive (WTD) by effectively monitoring on-call and routine work ensuring the conditions are met
• Ensuring the wellbeing of the Collecting Officer by ensuring they take annual leave appropriately and that we meet business availability requirements
• You will be required to conduct regular customer collections in all testing methodologies to remain competent to continue to deliver training and conduct Collecting Officer audits.

• Strong managerial and leadership skills with the ability to inspire, motivate and support a team in a busy and sometimes pressured environment
• Previous experience in management of remote workers
• Previous experience of managing and resolving customer queries in a timely manner
• Customer service orientation
• Excellent verbal, written and communication skills
• IT literate with a good level of experience in Word, Excel & Outlook

• A comprehensive range of benefits including competitive salaries
• A fantastic defined contribution pension scheme
• Life assurance
• A fantastic flexible benefits scheme

Abbott