Collections Team Leader

Collections Team Leader

Salary: £30,000 - £35,00 p.a. base salary depending on experience.

Job Type: Full-time, Office-Based, Monday to Friday, 9:00 AM - 5:30 PM

WeFlex is at the forefront of the electric vehicle revolution - and our mission is to make electric vehicles accessible - starting with the ride-hailing market (e.g. Uber and Bolt).

We provide ride-hailing drivers with finance to purchase a range of different electric vehicles, from affordable MGs to luxury Mercedes and Teslas. We are growing at a very rapid pace (60% YOY, profitable for the last 2 years) and the fleet and customer base are growing with us, with just under 2,000 customers driving cars in our fleet and plans to double this over the next year.

We are a close-knit team of just over 50 dedicated to de-carbonising the world, starting with the taxi industry. We are seeking a dedicated and customer-focused Customer Experience and Collections Team Leaderto join us in this exciting growth stage of our business and to help us continue to offer world-class customer experience.

Our Customer Experience and Collections Team Leader are absolutely key to our business. As the point of contact for our customers in relation to payments, both reactively in terms of any payments-related questions and proactively in terms of debt collections, you will be responsible for maintaining a high level of customer satisfaction and ensuring timely collections from our customers, both from our live customers and from those customers who plan to terminate their contract.

Your Responsibilities:

Team Leadership

• Lead, mentor, and motivate a team of support and collections agents.
• Foster a positive and collaborative team culture, emphasizing continuous improvement and professional development.

Performance Management

• Conduct regular performance reviews, provide coaching, and offer constructive feedback to support team members' professional growth.
• Manage and optimise the teams’ operations to meet or exceed Key Performance Indicators (KPIs) set by management, including call and response time stats.
• Develop and implement customer service and collections strategies to enhance overall customer experience and maximise efficiency.

Service and Collections

• Provide excellent customer service, addressing inquiries, and resolving issues promptly.
• Manage collections activities in according with live collections strategy, ensuring timely payments and reducing delinquency rates.
• Lead on escalated customer queries and manager callbacks.

Collaboration and Communication

• Collaborate with other departments to address customer issues and improve overall service delivery.
• Liaise with Fleet/Support teams, Finance, and Sales departments.

Process Improvement

• Update and improve playbooks and process documents for customer service representatives and collections agents.
• Identify opportunities for operational improvements and efficiencies.
• Assist in any other ad-hoc duties.

Requirements

We are looking for a candidate with:

• Friendly personality with at least 1 years of proven experience in a management role.
• At least 2 years of experience in collections within an FCA regulated company is required.
• Excellent organisation, communication (oral and written), and interpersonal skills.
• Attention to detail and strong organisational skills.

Nice-to-have skills/knowledge:

• Experience working using Hubspot, Fleetio (fleet management system), and/or Aryza Sentinel (Anchor)
• Knowledge of electric vehicles and the ride-hailing industry
• Experience in FCA regulated debt collection processes
• Proficiency in Arabic, Hindi or Bengali languages

Benefits

Bonus: Discretionary performance related bonus scheme in place (capped at 10% annual base salary)

following probation, paid quarterly.

Pension: Statutory pension scheme.

Holiday: 20 days per year plus bank holidays.