Tele collections Team Leader Remote
Job description
Rental or Subscription is very evidently a rapidly growing proposition in today’s world. Many major businesses are now testing & deploying “Rental” offerings, of recent note here in the UK are AO (Appliances Online), IKEA (Who have rented product in the Nordic regions for many years already), John Lewis & Selfridges.
Further afield Grover in Europe & in India Rentomojo, both offering rental platforms for consumer electronics are just 2 examples of the return to rental, sometimes referred to as subscription & pay as you go or more lavishly, the circular economy.
Hiya! is a technology enabled rental / hire platform, driving financial inclusion, providing essential goods & services on an affordable basis.
We work with the financially excluded in the UK which has some 8.2m households who struggle to buy essential goods, of these we focus on families of some 4.1m. Our customers typically would not be able to purchase these goods outright for cash & have poor access to affordable credit or where access is available, it is at a premium, often referred to as the “Poverty Premium”.
Unlike most businesses (Built around the product offer) our business is built around the customer and in order to deliver this, our management structure is built to serve our customers & community support teams.
Our management ethos is often referred to as “Servant Leadership”.
If your idea of management is about being the boss, issuing orders from your big office……..then we are not the right fit for you.
We expect all our leadership roles to be one of listening, supporting and empowering teams and if times get tough, jumping in to help……… not giving orders or demands.
Long before Covid-19 was heard off, when we set off 5 years ago, we designed our operations to work remotely, why? Simply because it’s better for the Customer, Team, Business & Environment:
For the Customer - Local customers dealt with by local teams, lower costs mean lower prices.
For the Team - No long commutes, relaxed environments, no office politics which all creates a much, much more flexible work/life balance.
For the Business – No huge buildings to maintain and the unnecessary overheads. Access to great people regardless with no catchment area to the traditional 'head office'.
For the Environment – No travel, no offices mean our impact on the environment is already low and we have plans to be Carbon negative by 2025.
Not everyone will agree, but if this sits well with your values please read on.
Key Responsibilities:
As a Team Leader it is in your nature to motivate your team to deliver exceptional customer service. You will lead from the front, by example and by exception to ensure consistent and compliant outcomes are achieved. This role is responsible for managing five key areas with us.
Customer Onboarding - You will be responsible for managing the onboarding process for new rental orders to both new and existing customers. This will include underwriting certain applications ensuring all accepted customers are contact prior to delivery to confirm key elements of the contract and where necessary liaising with our 3rd party logistics company to arrange delivery of the product.
Product Service - From time to time our customer will need extra help with product whether it’s a user related issue or a product fault, together with the Service Specialists you will ensure all customers receive the guidance needed & support where necessary.
Account Management - All things payment related from first payment defaulted accounts, payment extensions, end of contract upgrades and everything in-between. Using our unified communications platform, you will ensure that all customer queries are suitably and efficiently responded to. Where a complaint has been raised this will be investigated and recorded correctly.
Internal & Regulatory Compliance - With the support of our internal compliance department you will be a strong advocate of the policies and processes provided by the company, and will hold regular reviews with your team members to celebrate success and correct missed opportunities.
Recruitment & Performance Development -
We give you the autonomy to recruit and manage your own team, where there are vacancies to fill you will have the support of our automated processes and HR consultants to help you appoint great people.
Core Attributes and Qualities
- Positive Attitude & Boundless Energy
- Motivational team player
- Experience managing in a collections environment across multiple disciplines
- Skilled in Recruitment, Training & Succession planning
- Excellent Communicator / Facilitator for both verbal and written communications
- Strong Performance Management skills / In-Depth knowledge of Performance Metrics
- Confident in dealing with customer objections
- Good organisational and effective time management skills
- Ability to multitask, organise and prioritise tasks according to current customer or business priorities
- Excellent IT & Numeracy skills
