Credit Control Team Leader

The Team Leader is responsible for the performance of any credit controllers and senior within their line management and is responsible for their team’s contribution towards the departmental objectives in Credit Control. You will drive individual team performance with consideration for engagement, performance, professionalism, productivity, team development and living the JLA values.

You will carry out 121s with your team and use coaching techniques to encourage development and ensure you respond to any wellness/engagement issues alongside any additional support needed. You will review workload and create an agreed plan centred around team and individual targets and any areas for development.

You will play a key role in leading buzz sessions with the team, using this opportunity to engage with and update the team on key messages.

• Ensure the aged debt profile is as low as possible and plans are in place to reduce where applicable.
• Forecast for upcoming payments in line with objectives
• Create a weekly plan to ensure department targets can be met, this plan will be shared and agreed with the Credit Control Manager
• Report on and discuss team performance with the Credit Control Manager
• Schedule daily buzz sessions with the team and regular buzz sessions across JLA
• Influence other teams in the cash to order process by collaborating with other stakeholders across JLA
• Schedule meetings with colleagues in other teams to share best practice and give feedback on team performance
• Ensure setup of new direct debits and reinstatement of cancelled Direct Debits
• Ensure unallocated cash is managed and allocated to customer accounts
• Ensure all escalations are picked up and contact made with the customer where these cannot be resolved by the Credit Controller or Senior
• Ensure the query process is being used correctly and regularly reviewed with a plan to keep outstanding queries to a minimum
• Carry out monthly 121’s in line with department objectives
• Ensure all ledgers have a Credit Controller assigned
• Ensure the credit policy is followed for credit approval
• Ensure the team are using automated chasing methods to collect payment where applicable (I.e.: Due reminders, dunning letters)
• Ensure data integrity risks are minimised across the team (customer data, GDPR risks etc.)
• Supporting the implementation of new systems
• Ensure the legal referral process is followed and legal referral is avoided through proactive management of customer accounts
• Ensure customer communication reflects JLA values of commitment and care
• Ensure customer responses are done so in a timely manner and address any requests and issues.
• Create a culture of continuous improvement, by looking for opportunity and working cross department to implement change.
• Collaborate with other teams to reduce the volume of credit requests through internal errors.
• Managing team email volume, admin and any telephony/customer communication methods.

• Set a culture of effective people management
• Set clear objectives and targets for your team members providing regular feedback on performance.
• Manage performance across the team to ensure the achievement of targets in line with targets
• Manage any employee relations issues in line with the policies set out by the business
• Coach and develop the team to ensure they perform at a high level, ensuring colleagues maintain appropriate knowledge of the business products
• Address any training and development needs and ensure teams have a personal development plan.

• Awareness of your operational and regulation risks which may impact on your role
• Responsibility for reporting to your line manager any risk which may impact the business

• Demonstrated history of meeting targets consistently
• Ability to demonstrate effective debt management to timely resolution

• Experience of supervising and coaching team members. Experience of highlighting and processing Defaults where necessary
• Experience of updating and maintaining clear customer activity notes in a finance system
• Good knowledge of MS Excel
• Experience of working in a busy office environment…