IVA Team Manager - Pre Appointment

Company Information

The One Advice Group provides a range of legal and personal insolvency services for customers nationwide. The Group incorporates a number of brands including Harrington Brooks and OpenDoor.

As one of the UK's leading debt solution providers, we currently help over 50,000 customers manage their debts through solutions such as Individual Voluntary Arrangements (IVAs), Debt Management Plans (DMPs), Bankruptcy and alternative debt solutions.

It's our vision to bring sustainable financial wellbeing within the reach of our customers and to achieve this by always doing the right thing for our stakeholders, acting in a transparent and responsible way. We commit to making this possible by creating a culture that values and supports our people so they can deliver exceptional service, support and advice to our customers.

More information about what we offer can be found on our website:

Job Purpose

• To lead, manage and motivate your team
• Ensure staff and team targets, service levels and key performance indicators are met, on a daily basis.
• Provide regular coaching and training for new and existing staff
• Receive detailed enquiries, qualify, filter and distribute within given boundaries
• Active management of inbound and outbound call volumes through resource planning on a daily / weekly basis.
• Produce daily / weekly / monthly MI reports to report on the productivity of your team
• Assist team members with any queries that may arise in relation to products, services, systems and best practices.
• To conduct regular call monitoring and feedback in a regulated environment.

Key Responsibilities

• Provide ongoing support & training to promote increased acceptance rates at MOC.
• Review & feedback on performance
• Ensure individual & team targets are achieved in line with KPIs
• Completion of fee analysis & provision of information to management team
• Assisting with more complex modifications and negotiating with creditors

• Adapt current procedures or adopt new ones to enhance the efficiency and effectiveness of the team, as well as improving the client experience where possible.
• Providing feedback to senior managers to help implement interdepartmental changes to help achieve the above.

• Provide regular feedback to managers with regards to the performance of individuals and issues facing the team.

Experience

• A minimum of 1 year's team management experience.
• 1 years IVA or financial services experience is desirable but not essential
  Ability to motivate others
• Communicate effectively across multiple levels with colleagues, senior management and other departments across the business.
• Proven track record of skills and achievements including performance against targets
• Have an excellent and confident telephone manner.
• Have an outgoing personality, conscientious with an eye for detail and an eagerness to learn.
• Ability to multi-task effectively through accurate planning, prioritisation and utilisation of own time and that of the team
• Willingness to be flexible dependent upon the demands of the business dynamics.
• Effective problem-solving and influencing skills.
• Ability to cope with pressure and responsibility.
• Adaptable to change.
• Ability to work under pressure
• Manage production rates of individual team members in line with agreed daily/weekly targets
• Analysis of productivity stats to promote increased accuracy alongside high output.
• Provide coaching & feedback to administrators to improve customer service and creditor relationships where possible and enhance administrator knowledge
• Computer skills proficient, particularly on Microsoft office

Company Benefits

• Holiday Buy Scheme
• Life Insurance (Death in Service)
• Private Medical Insurance
• Free Hot & Cold Drinks
• Cashback Scheme
• Child Care Vouchers
• Eye Care Vouchers
• Subsidised Gym Membership
• Plus many more