Collections Performance Coach

Are you a passionate coach that enjoys supporting the development of people? Do you enjoy working in a fast-paced environment? Can you help our team members to drive positive customer outcomes? If so, we have the perfect opportunity for you as a Collections Pefromance Coach in Admiral Money!

About Admiral Money

Admiral Money is an exciting, new division of Admiral Group. We have the freedom and innovation of a small start up with the security of a large parent company, Admiral. 

The journey started when we launched unsecured personal loans in June 2017. We went on to be the first direct to consumer car finance provider in December 2017. Since then, we have gone from strength to strength and have some exciting plans for the future. 

We’re looking for people who are keen to learn, excited about getting stuck in and are ready for a challenge to help us to achieve our aim of creating a special lending business for our customers. 

The Role

We’re looking for an experienced coach who has experience in providing soft skills support, monitoring tasks, providing feedback, and working closely with our Collections Team Managers in providing market leading support to our customers. 

The role as Collections Performance Coach will involve working closely with team members, identifying coaching needs and driving positive change. In a telephony-based environment, you will report into the Collections Manager, where you will be pivotal in developing and delivering the end-to-end coaching and training journey in an evolving collections department. You will be expected to support our new starters and established front line staff to required competency levels to help drive good customer outcomes. 

Flexibility and work life balance is important to us, and so your time will be split between home and our recently refurbished office in central Cardiff over a 37.5-hour week working Monday to Friday. Our opening times are: 

• Monday to Thursday: 08:00 - 17:00 
• Friday: 08:00 - 16:30  

Responsibilites 

• Developing and delivering an end-to-end coaching and training journey for front line staff.
• Focus time on call listening or admin task completion side-by-side or remotely to understand coaching needs and develop a plan to aid improvement.
• Provide feedback to team members confidently using relevant coaching methodology.
• Collaborating closely with the Customer Outcome Team to aid with complaints, QA, and Regulatory requirements.
• Support the delivery of change involving process or system delivery.
• Identify knowledge gaps.
• Working closely with the Management Team and Team Leaders to provide support with performance management.  

Skills and Experience

• Experience in coaching and training and in a regulated Collections environment.
• Experience in developing and maintaining  training materials for a collection department.  
• Experience of working in a FCA regulated environment and have a good understanding of the regulatory parameters of Collections such as the FCA handbook, CONC 7 & Consumer Duty.
• Providing feedback face-to-face or via Microsoft Teams.
• Good time management and organisational skills - ability to prioritise tasks quickly and efficiently.
• Excellent interpersonal and communication skills, ensuring you live and breathe the Admiral values.
• Have good IT skills and proficient in key Microsoft Office applications (including Excel and Powerpoint).
• Able to learn and understand complex system processes with ease.
• Deliver improvements in a fast-paced environment.
• Hold skills to help team members deal with challenging calls involving customer vulnerability, complaints and general questioning techniques.
• Cert DC qualified or equivalent debt collections qualification would be advanteagous. 

Salary, Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration.

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