Team Performance Manager

**Job no**: 494837
**Work type**: Full-time
**Location**: Melbourne
**Categories**: Collections, Customer Service & Call Centre
- Melbourne CBD location, a short walk from Southern Cross Station and local shops and eateries
- Supportive training and dynamic team environment
- Work life balance - no late nights or weekends

**Collection House (CLH)**is one of Australia's largest and most respected end-to-end receivables management companies and a part of Credit Corp Group. We provide practical, customer focused solutions in collections, credit management and customer care. We have redefined our organisational purpose to "Reimagine how debt is done. Better." to challenge ourselves to have a greater positive impact for our clients and customers.

**About your new role**:
This role is a key leadership role within our Melbourne business managing a team of Account Representatives (ARs):

- Leading and performance management of team members ensuring activity levels and service quality is achieved.
- Coaching of team members in their use of business tools including workflow, skip tracing and profiling tools.
- Drive a team culture focused on knowledge sharing and teamwork achieving team targets and personal targets.
- Provide technical expertise and support to all team members in all areas of collections and call escalation assistance.
- Continued process improvement and innovation in recovery methods
- Fostering client relationships.

**What we can offer you**
- Enjoy our investment in people through our internationally recognised, industry specific training enabling you to grow within our business and beyond
- WFH hybrid opportunities for work-life balance and no weekends
- Perks and discounts through our employee benefits platform
- Free membership and competitive rates with our Car Share partner and Novated Leasing options
- Wellbeing and health initiatives including online fitness training, 24hr wellbeing support with our EAP, discounted gym membership, health insurance and eye care plus breakfast and fresh fruit in the office
- Paid volunteer days
- Purchase additional annual leave
- Regular team engagement events
- 'Dress For Your Day' from smart casual to business attire
- End-of-Trip Facilities available

**Who you are**:

- A demonstrable track record of leading, mentoring and developing teams
- Previous team leadership experience from within a collections environment would be highly desirable
- Proven knowledge of debt recovery methods, tools and approaches
- A vibrant approach to managing team performance and engaging with individuals to achieve consistently positive outcomes
- A well-developed communication style is essential, as is the ability to build rapport, to make tough decisions and solve critical issues in a timely manner
- A high level of resilience and assertiveness whilst maintaining excellent customer service is key

Working in a flat management structure you will get the opportunity to work with senior stakeholders and make an impact with the work you will be doing.

If you're looking for an opportunity to work for a financial service organisation which offers growth and development and has a great culture, then this is the role for you.

**Essential Criteria**:

- Comprehensive understanding of the ACCC and ASIC Debt Collection guidelines.
- Work-life balance and no weekends Full time - Monday - Friday.

We are also committed to improving employment opportunities for Aboriginal and Torres Strait Islander peoples and we encourage applicants from Aboriginal and Torres Strait Islander descent to apply.

**Advertised**: 21 May 2025 AUS Eastern Standard Time
**Applications close**: