Responsible for a outsourced calling department contacting customers on behalf of a Utility provider handling their domestic and commercial debt collection. Responsible for managing the projects team and the day to day operational aspects of the project, working closely with the client to understand their needs and senior management to promote overall effectiveness of the project for our client and company.Manage the coaching and development of the staff to ensure the highest level of productivity and motivate staff to ensure they hit individual, team and company targets and KPI’sI am responsible for supervising all support functions of the business including, Debt Management, Client Queries, Vulnerable Debtors, Hardship Cases, Complaints (Written and Verbal)Responsible for driving performance for the client, monitoring collections activity against dialler statistics and analysing and reviewing MI to ensure SLA’s are maintained.Preparing status reports for the project for use in progress meetings to ensure the highest levels of productivity and ensure any problems and issues are resolved that may be faced.Attending all project related meetings with the client to guide them through the productivity of the project at various stages and locate the key points that need to be focused on going forward.

Contacting customers for commercial and domestic debt collection, chasing outstanding debts from customers and meeting collection targets, negotiating payment arrangements and managing customer transactions in order to maintain positive cash flow.To communicate courteously with external customers by telephone and email, building positive relationships, investigating, responding to and progressing issues and queries to a successful conclusion at the earliest time and updating the database with accurate records of all information obtained from customers.