ACI- UK is part of Perch Group.
ACI-UK is a specialist debt resolution agency.ACI-UK is authorised and regulated by the Financial Conduct Authority and we’re searching for amazing people to join our established and high performing call-centre team!
We are a fast growing business with multiple offices and over 250 employees across the UK.
We reach our customers by telephone and through a range of digital technologies, to help them find affordable and sustainable solutions to managing their debts. We are looking for an experienced Team Leader in our new Spinningfields office!
You’ll be available for the induction programme below, to join our first-class training programme:
- Monday 7th April- Friday 25th April, Monday-Friday 9.00-18.00.
What you’ll be doing
- Responsible for monitoring and coaching collection Case Managers use of telephone and email contact.
- Checking and measuring progress of new trainees once they join the collection floor.
- Manage team and own time effectively to achieve objectives set.
- Assist in the monitoring of both inbound and outbound calls.
- Manage holiday and cover in the team to ensure that adequate resource is available to provide an excellent customer experience.
- Identify areas of development and coach case managers accordingly or make request for support through training through line manager.
- Lead by example and set expectations that represent our business culture and ethos.
- Work with HR/L&D to provide development plans for future business needs and recognised as a people builder.
- Use a variety of methods to communicate effectively with your team including, 121’s, huddles, team meetings and written communications.
- Develops and implements team activities and incentives that engage and drive success.
- Recruitment, development and retention of individuals to build a high performing and effective team.
- Undertake performance reviews for the team on a monthly, quarterly and yearly basis.
- Monitors adherence and makes recommendations for improvement as appropriate (on P&P’s, SOPS and TCF)
- Assisting, motivating and developing team members by evaluating job performance and identifying training requirements
- Responsible for oversight and allocation of work and collection campaigns to meet, daily, weekly and monthly targets
- Also responsible for identifying and managing under-performers and provide intensive coaching to help them achieve company targets and individual goals.
What are we looking for?
- Proven management and leadership experience in operations
- Strong communication skills
- Demonstrated ability to supervise and motivate a team effectively
- Excellent analytical skills for operational improvement
- Ability to foster a collaborative work environment and drive team performance
What we offer to our employees
· Competitive annual leave scheme, plus bank holidays. Increasing entitlement with length of service
· Free Breakfast and Food Cupboard
· Bonus up to 20% quarterly (in addition to annual salary starting from £36,000)
· In house counsellor
· Buy and sell holidays scheme
· Volunteering Days
· Pension scheme
· A clear and defined Career Path for progression opportunities (subject to QA, KPIs and target achievement):
· Recognised qualifications and apprenticeships
· Regular social and reward events: rich social calendar (annual Perch Day, Christmas party, several ad hoc socials throughout the year)
· Employee Assistance Programme
· A dedicated ESG committee and charitable opportunities- Perch Group donates more than £40,000 annually to local charities
· Cycle to work scheme
We are committed to Diversity and Inclusion for all employees and applications from all individuals are encouraged.
ACI-UK is part of Perch Group. We attribute our success to the Perch Group values, embedded through our people, systems and processes.
Passionate. Engaging. Responsible. Creative. Hardworking.
