Customer Service Manager

Job Description

The Portfolio Group are currently sourcing for a fast-growth SaaS business looking to take on a new head of department to manage their Credit Control function. We are looking for someone from a Customer Service/Retentions background, hence the slightly differentjob title. It is an exciting time to join the business who are currently experiencing exponential growth and looking for an experienced, hands-on Manager to lead the team in a new direction.Reporting into the directly into an impressive Sales Director and working closely with the Development & Services Delivery Manager, the post holder will appreciate and be able to rise to the challenge of delivering the expected performance both from a teamand as an active member of a team. Focusing not just on excellence in cash collection but also delivering targets in an environment of exceptional service and client care.A pragmatic, commercial approach to problem solving and excellent negotiation skills are all prerequisites for this rewarding role. Alongside this, we are looking for an individual with a passion in driving a team forward and really pushing team KPIs andtargets. The right candidate will be a leader but also hands on, happy to get stuck in alongside the team!Key Duties:

• Daily motivation and drive of the Credit Control Team to meet or exceed short term performance goals.
• Actively involved in completing own daily schedule of calls to the client base in support of the collection targets.
• Communicate clear team objectives, individual goals, KPIs and SLAs and take full accountability for the delivery of same.
• Champion a culture of continuous improvement and fantastic customer service.
• Overall responsibility for the development, training and quality of service with strong focus on call quality and Customer service
• Analyse complaint Trends and themes to identify where recurring service quality issues arise, provide root cause analysis and the implementation of corrective actions.
• Monitor team performance against KPIs & SLAs and be able to explain deviations from targets including but not limited to:
• Movements in Aged Debtors profile
• Activity Stats (call volume, call time, email queue)
• Build and maintain a close working relationship with Client Experience and other functions, to resolve all complaints to the clients satisfaction
• Generate reports of and communicate top overdue clients with action updates on a weekly basis
• Own responsibility for higher value/corporate clients and all contact points in relation to overdue accounts and payment arrangements
• 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.
• Provide input into Team Seniors and Credit Control Members annual/half-year appraisals, providing clear objectives and goals for the quality-of-service delivery.
• Ensure all relevant ad-hoc training required is delivered promptly and efficiently.

Role Metrics:

• Accountability for the overall performance of a team.
• Adherence to individual and team Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for internal and external stakeholders.
• Cash Collection, Rescheduling Arrears, Direct Debit coverage, Outbound Call targets, Debtor Days, Collection Efficiencies, Aged Debt movements.
• To ensure a high level of attendance and punctuality

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