Team Leader - Hardship & Complaints (Collections)

(Debt Solutions & Collections Contact Centre)

• Hybrid working 3 days in our Brisbane office and 2 days working at home (after 3 months)

• 38 hours per week (Mon -Thu shifts across 8am - 7pm, Fri 9am - 5pm)

• Incentive model of up to $1,200 per month

• Superannuation (12% of ordinary time earnings)

At PRA, our Core Operations Team Leaders are an integral part of our culture, as well as a significant contributor to our performance and success. We are currently looking for an experienced Team Leader to join our leadership team in Brisbane and oversee our Complaints and Hardship teams.

The successful candidate will be responsible for coaching and managing the Customer Resolutions (Complaints) and Customer Assist (Hardship) teams, specifically assisting to optimize training and efficiency within this group.

They will partner with senior managers to suggest and implement improvements to processes, procedures, scripts and customer experience to ensure both current and future colleagues are able to perform effectively whilst consistently working towards the goals of the company.

Main Duties and Responsibilities:

Manage all colleagues within the Hardship and Complaints team, including the review and implementation of processes, efficiencies and quality outcomes whilst ensuring adherence to agreed timelines

Provide testing and feedback on system enhancements and communicate required business/client updates to support colleagues in their teams

Complete monthly call monitoring and coaching sessions in line with prescribed targets and provide feedback for monthly, documented, 1:1 meetings held with Direct Reports

Ensures coaching and development requirements are met during the probationary period, including conducting all necessary probationary period reviews

Manages shift punctuality, attendance, holidays, and time off for direct reports, completing recorded variance discussions and Return to Work Interviews where necessary

Monitors, manages and motivates team following performance management framework and addresses/documents conduct issues

Key Performance Indicators (KPI) and Objectives and Key Results (OKR):

Maintains on-line calendar functions

Achieves SLA's on case management and regulatory timeline delivery

Adheres to Company policy regarding employee relations issues

Customers to be treated as individuals, fairly and consistently

Experience/Qualifications:

Management, Customer Service, and Coaching/Training experience in a Call Centre environment

Experience with the Complaints and Hardship processes and the relevant regulatory requirements

Experienced with dialler (Genesys), Debtrak, and digital solutions

Results oriented with strong communication, organization, and problem-solving skills

Advanced knowledge in Excel