Collections Team Leader - Legacy Debts (12 months Fixed Term Contract)
Civica, Australia
Job Description
About Us
Civica builds software and provides IT and digital transformation services to support some of the most important organisations in our communities; like schools, libraries, local councils and state agencies. We are Market-leading specialist in specialised systems and Business Process Outsourcing that help teams and organisations around the world to transform the way they work. Combining exceptional customer focus, experience and commitment.
Our team is proud to work within the sectors we do, where we make a real difference, contributing to the growth of the societies that we live in and accelerating the digital transformation of the public sector and associated markets. Want to join us and help continue our mission?
About The Opportunity
Reporting to the Contact Centre Manager, this will be a busy amp; fast-paced role managing a team of collections officers. You will be responsible for day-to-day delivery of the Collections Function including providing efficient amp; effective service
Responsibilities
- Develop a team of collection CSRs who will undertake a full range of collections activities.
- Support CSRs through training, development and coaching activities to ensure KPIs are being met.
- Ensure customers receive a quality service that is consistent and meets their needs.
- Oversee all statistical information required by the relevant bodies to ensure information is collated and returned within the required timeframe.
- Work with the client service team to scope additional work outside of Business as Usual.
Essential Skills and Experience
- A proven record of accomplishment of managing within a similar collections role (preferably within the outsourcing industry or public sector).
- Strong interpersonal and conflict resolution skills
- Ability to motivate staff, successfully manage their performance and providing feedback
- Proven ability to meet deadlines, targets and KPIs
- Experience interacting with all levels of customers, Clients, and staff in a professional manner
- Previous reporting skills will be highly valuable
Benefits and perks
At Civica we believe our people are our biggest asset and we pride ourselves on cultivating a supportive and modern working environment; whilst providing you with the tools you need to get the job done. We will offer what you would expect in today's modern work environments:
- Join a growing and successful business
- Genuine career development
- Flexible working conditions
Civica is a Diversity Leader
At Civica we are committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. We believe that diversity stimulates innovation, enables us to deliver better outcomes for people and communities, supports the growth of our people, and delivers great results for our customers. At Civica we recruit, promote and reward our people based on their contribution, regardless of gender, race, disability, religion/belief, nationality, ethnicity, sexual orientation, age or marital status.
What Next?
Do we sound like a good match? If so then we would love to hear from you! Please include a cover letter outlining how your experience, aspirations and values are a match, along with your resume and we will take it from there.
Civica is an equal opportunity employer and welcomes applications from all sections of the community.
Please no agencies.