Learn More About This Role

**Salary**: £50,000 - £70,000 (depending on experience)

**Reporting To: Operations Director**

**Department**:Operations

**Location: Aylesbury - Hybrid **(1 day in office plus ad hoc days as and when required)

**The Business**:
Agria Pet Insurance Limited sells and administers pet insurance policies underwritten by its parent Agria Forsakring and for TPL Ecclesiastical. Agria Pet Insurance distributes under its own brand and under the Kennel Club brand which it has a strong relationship. We work with all our partners to provide peace of mind for owners and the best possible care and protection for their pet.

**The Job**:
The Customer Service & Collections Manager is responsible for the management of the Customer Service teams, implementing and managing inbound and outbound customer service campaigns, the production of MI, inbound service level agreements, administration of the team and the delivery of missed premium campaigns and collection

**Main Responsibilities & Duties**:

- Develop and implement the strategy for debt management and collections alongside key stakeholders across the business
- Set a clear mission and deploy strategies focused towards that mission
- Implement a clear succession plan while promoting internal progression opportunities
- Line management for the Customer Service Team Leaders: recruitment, training, 1-2-1’s, staff appraisals, personal development plans, discipline and developing talent
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Control resources and utilise assets to achieve qualitative and quantitative targets
- Work closely with the Finance Department to manage and reduce overdue debt
- Ownership of all missed premium activity, including all customer communications
- Implement and document collection policies and procedures for all team activities
- Be the main Point of Contact in case of escalations and manage internal relationships on an ongoing basis
- With the Operations Director, manage all employee remunerations and absentee management
- Liaise with Resource Management and capacity planning to ensure efficient departmental delivery
- Communicate, demonstrate, develop and maintain both departmental and business standards
- Ensure effective communication between team, management, customers and business partners
- Proof read all service customer documentation and work with other departments to ensure documentation is accurate, effective and compliant
- Participate in business projects, leading on areas that impact the Customer Service Teams
- Complaint Management (department specific), within the regulatory time guidelines and internal procedures
- Ensure all activities are in line with current compliance and regulatory guidelines
- Ensure a TCF culture underpins all department activities
- Identify potential new methods of improving team and business efficiency raising customer satisfaction, service and retention levels

**Qualifications, Skills & Experience**:

- Previous Operational leadership experience essential
- Knowledge of Disciplinary and Performance Management procedures
- Excellent organisational skills
- Be able to effectively communicate at all levels within the business and liaise with stakeholders to resolve issues
- Ability to priorities workloads and use their own initiative
- Ability to work independently or as part of a team
- Ability to work under pressure and to tight deadlines
- Ability to work to agreed performance targets
- Versatile, with the ability to adapt quickly to the changing needs of a rapidly developing business.
- Demonstrate flexibility regarding working hours in order to meet business needs