Job Description

Credit control Team Leader

34,000 - Monday - Friday 37.5 hours a week

2 days working from home

Responsible for staff

Credit Controllers

Senior Credit Controller

About our business

JLA is a mission critical infrastructure solutions business offering services Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning.

The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with daily with customers.

Role overview

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.

Key tasks

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.

People Management

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.

Managing Risk

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

Criteria

Knowledge and Skills

(what you know and what you can do)

Demonstrated history of meeting targets consistently

Ability to demonstrate effective debt management to timely resolution

Experience

(what you have done)

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 and to tight deadlines

Minimum 1 years' experience in a similar role

3+ years' experience of managing high value customers

3+ years' experience of managing low value, high volume accounts

Advanced knowledge of Excel, with the ability to use Lookup & Pivots to execute reconciliation tasks

Experience of change management / process improvements

Personal qualities

(the way you think and act)

Able to work well under pressure and prioritise own workload

Capability to be both personable and firm with clients, to resolve any issues and collect any money owed

Excellent attention to detail and high degree of accuracy is imperative

Able to cope with multiple priorities and changing environment

Excellent communication and relationship-building skills

Positive and flexible approach to your work

Strategic thinking, with the ability to approach stakeholders with new ideas

Job Type: Full-time

Pay: From 34,000.00 per year

Benefits:

Company pension Cycle to work scheme Free parking Health & wellbeing programme On-site parking Referral programme Sick pay Work from home
Schedule:

Monday to Friday
Application question(s):

How many years of Credit control experience do you have?
Experience:

Team leader : 1 year (required)
Work Location: Hybrid remote in Salford M5 3EA