Collections Representative handling utility receivables for the Region of Peel. Addressing customer inquiries and resolving collections issues through various communication channels.
About the role
- Collections Team Leader leading operations in Pre-Legal Collections and supervising teams at DWF. Overseeing compliance, quality, and operational performance while managing client relationships and team leadership.
Responsibilities
- Lead and manage the effective operations of a high‑volume Pre‑Legal Collections and Civil Recovery department, ensuring excellent people management, service delivery, regulatory compliance, and operational performance while working efficiently within the Case Management System to meet fee targets.
- Act as a key client contact, attending client meetings/reviews (in person or via Teams), supporting MI compilation and analysis for performance reviews, completing routine monthly billing and cash collection, and ensuring all business procedures, manuals and core materials are adhered to.
- Oversee team compliance, quality and dispute/complaint escalation, acting as the referral point for complex queries, ensuring correct application of TCF/Vulnerability and complaint-handling standards, and maintaining full client confidentiality.
- Manage call‑quality frameworks, including call‑recording oversight, regular monitoring/scoring, training delivery and maximising telephony systems for reporting, development and operational insight.
- Drive people leadership and administration, including supervision of hybrid teams, recruitment, rotas, holidays, HR/performance matters, 1:1s, team meetings, bi‑weekly scrum calls, and embedding the firm’s performance cycle, values, CSR, D&I and ‘winning’ behaviours.
- Promote high performance, service excellence and positive culture, delivering continuous training, knowledge sharing, coaching and motivation to support staff development and strong customer/client outcomes.
- Ensure high‑quality case progression and operational delivery, prioritising workloads effectively to meet client SLAs and deadlines while supporting enhancements to the Case Management System through workflow development, testing and process improvement.
- Collaborate with Senior Paralegals and Management to measure compliance, quality and outcomes, ensure effective supervision of hybrid teams, and maintain strong communication flow across operational structures.
Requirements
- Experience of supervising work and leading teams is essential
- Collections & Recoveries experience or previous supervisory work in a call centre/customer services focused environment is essential
- Previous experience of managing agile teams desirable.
- Intermediate level skills in IT, particularly Microsoft Excel and in undertaking administrative activity.
- Excellent communication skills with a professional approach to clients/customers and direct reports.
- Ability to solve problems and queries effectively and pay attention to detail – adhering to the requirements of operating in a regulated environment.
- Previous experience of working in a commercial environment.
- Ability to prioritise and organise a busy high volume workload.
- Previous experience of managing agile teams.
Benefits
- We are committed to ensuring that each member of our team feels valued and duly rewarded during their time at DWF.
- We are an equal opportunities employer that celebrates diversity and we are committed to creating an inclusive environment for all.
- We aim to create a positive experience for all candidates and offer any adjustments or additional support needed.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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