After proving my abilities during my role as seconded team leader I was officially promoted from within, I am currently undertaking the role of Team Leader at Bill Gosling Outsourcing within the utilities department with one of the company’s largest and most profitable clients, Spark EnergyKey areas of the role involve;o 1st point of contact for team members with any queries o Dealing with escalations from customerso Responsible for the delivery of high quality service… Show more After proving my abilities during my role as seconded team leader I was officially promoted from within, I am currently undertaking the role of Team Leader at Bill Gosling Outsourcing within the utilities department with one of the company’s largest and most profitable clients, Spark EnergyKey areas of the role involve;o 1st point of contact for team members with any queries o Dealing with escalations from customerso Responsible for the delivery of high quality service to clients and customerso Daily Client and manager interactions working towards SLA's and within company guidelines o Daily Client reporting including MI, performance summaries and KPI reportingo Working towards KPIso Managing both our Glasgow office and overseeing the Manchester office to ensure all work remains consistento Adhering to all compliance, company and FCA guidelines/policies o Target driveno Exceeding client, business, departmental and individual targets on a monthly basiso Ensuring clients needs and requirements are being met on a daily basis and adhering to TCF guidelines o Building long lasting and effective relationships with both staff and clients o Train, coach and develop new and current staff members within the department to ensure their compliance adherence and continual development o Undertaking call coaching and monitoring to ensure calls are being made to a high standard and are remaining complianto Issuing individual call scores, ensuring training needs are being provided when required o Attending and facilitating client meetings, ensuring reporting and presentations were compiled accurately and promptlyo Strategy planning and implementation of strategies for the cliento Holding performance meetings with staff as well as attending management performance meetings Show less

Working as a seconded team leader whilst undertaking the role of a collections officer, I was working towards becoming a full-time team leader within the department.

Working in a fast paced collections team, the main roles of the collections officer are: - Collection of cash from multipul customers- Allocation of cash received - Ensuring monthly targets are met- Setting up new accounts- Completing all calls to a high standard- Ensure TCF is being applied- Providing a high level of service to both the client and the customer