Complex – Lowell’s Careers Near Me Llangollen

Overview

Position Title: Complex

Company: Lowell’s

Location: Llangollen, UK

Job Description

As Legal Recoveries Team Leader, you’ll motivate and lead our Legal Recoveries Associates to ensure adherence of Key Performance Indicators and Service Level Agreements, while proactively managing performance.This role would suit prospective candidates with prior Team Leader experience.

Responsibilities:

• Develops and coaches Legal Recoveries Associates to maximize collections and quality activity through side by side coaching, mentoring and training.
• Proactively monitors team and department performance against Key Performance Indicators and Service Level Agreements and takes appropriate action to remedy any negative trends.
• Conducts 121s, in line with agreed timeframes, documents support and guidance and actively encourages negotiator’s personal development.
• Analyses and acts on team statistical data to ensure achievement of Key Performance Indicators.
• Attends and contributes to weekly team meetings, completes actions to deadlines set and actively promotes messages discussed to Legal Recoveries Associates.
• Champions clear communication by cascading messages to Legal Recoveries Associates, checks for understanding and actively provide feedback to the Legal Recoveries Manager.
• Monitors adherence and productivity.
• Is responsible for the effective recruitment (at interview stage) and ongoing retention of Legal Recoveries Associates within the Recoveries environment
• Maintains a safe & compliant working environment by ensuring that all Lowell policy and procedures are adhered to. These include, but are not limited to, Health and Safety Policy, Data Protection Regulations and Policy, Lowell Group Operating Procedures and Call Quality Definitions.
• Monitors team sickness, absence, holidays and adherence to operational disciplines.
• Leads by example – Is an advocate of Lowell behaviors, actively working within the ethos they set and encouraging their Team to work to the same standard.

Requirements:

• Strong verbal and written communication skills.
• Good organisational, time management and detail skills.
• Ability to work under pressure to meet deadlines.
• Ability to develop employees through motivation, leadership, coaching and training
• PC literate and proficient in the use of Microsoft packages.
• Ability to effectively work with a variety of people from diverse backgrounds.
• Problem Solving and Decision Making.
• Previous experience of dealing with customer and agency accounts queries.
• Prior Team Leader experience, either in a full-time capacity or short-term cover
• The successful applicant may have experience of dealing with consumer litigation matters.
• Previous experience of dealing with client or suppliers by telephone.