Role: Collections Manager
Salary: £30,000.00-£35,000.00
Location: Leeds
Hours: 35 Per Week
We are looking for a Collections Manager to join our innovative Operations Team in Leeds
Job Description
As our Collections Manager you will be responsible for the following:
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Line management responsibility for Team Leaders
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Ensure SLA metrics are consistently achieved and appropriate actions taken to address any shortfall.
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Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against Scorecard and individual KPI’s.
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Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
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Management of any campaign or new business implementation, including process review and strategic approach.
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Lead on customer communication literature content, with compliance sign off before released.
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To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
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Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
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Facilitate a culture of open and honest 2-way communication ensuring key messages are cascaded.
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Manage client relationships at an operational level in terms of KPI performance reviews, benchmarking positions, SLA’s and processes.
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Co-ordination of responses to any client change control requests.
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Ensure liquidation reviews are completed quarterly for each segment to assess benchmarking and profitability, and improvement plans agreed where required.
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Preparing, analysing and presenting data to the client as part of monthly performance reviews.
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Action commercial decisions affecting P&L.
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Ensure resource is matched to requirements for optimised efficiencies and that all activities are productive for overall performance targets.
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Ensure integrity and accuracy of performance reporting and analysis on both site and client level.
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Ensure targeted revenue is achieved, and Operational costs are kept within budget.
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Ensure team members are supported and given the appropriate skills, ensuring absenteeism and attrition are managed to always optimise resource levels.
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Fully comply with the company's Information and Security Policy and Procedures
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Be an ambassador for First Locate and actively practice our company values
What we need from you?
As a key member of our Operations Team, you will be able demonstrate the following skills:
- Proven leadership and people-management capability, including coaching Team Leaders, conducting performance reviews, and managing absenteeism and attrition.
- Strong operational performance management skills, with the ability to meet SLA targets, analyse KPIs, and drive continuous improvement.
- Excellent client-relationship management, able to present performance data, handle change requests, and maintain professional operational partnerships.
- Commercial and analytical acumen, including understanding P&L impacts, resource planning, profitability reviews, and data-driven decision-making.
- Clear and confident communication skills, ensuring effective internal communication, accurate customer-facing content, and consistent message cascading.
- Experience in process improvement and implementation, including launching new campaigns, reviewing procedures, and ensuring compliance and quality standards.
Please find the full job description and a list of the great benefits for working for us below.
