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We provide the complete commercial debt recovery service; from outsourced early arrears collections through to expert litigation, all handled in-house by a multi-award winning law firm.

Visit our debt recovery website

Flint Bishop is one of the leading business-to-business debt recovery law firms in the UK.  We are the recovery partner for many leading UK brands and have won all three major national debt recovery awards for our strategy and results.

Knowledge plays an increasingly important part of our business and as a result of continued growth, we now have an excellent opportunity for a Quality Assurance Assessor to join our team based at either our  Derby or Birmingham office. This role will work closely with the Debt Recovery Managers and Team Leaders to report observations on file and call handling.

The successful candidate will need to demonstrate a proven track record for collaborative working with a range of different stakeholders, astute operational knowledge and a keen eye for efficiencies and improvements.

We are looking for a hands-on individual with excellent interpersonal and analytical skills. Reporting to the Chief Executive Officer, with day-to-day reporting to the Debt Recovery Managers, the successful candidate will be an effective communicator with a commitment to continuous improvement.

Key responsibilities:

  • Build and maintain a sound knowledge of the Debt Recovery department’s policies and service level agreements (SLAs);
  • Conduct regular reviews of files and call recordings of all fee earners within the Debt Recovery team and provide both positive and constructive feedback when required;
  • Conduct a review and analysis of any complaints received;
  • Identify trends and risks and provide suggested remedial action to the management team;
  • Use performance data to help identify and highlight any trends with particular clients, industries or the department as a whole (whether positive or negative);
  • Work with the Debt Recovery team on a day-to-day basis, embedding and reviewing systems and processes;
  • Report findings and proposals to the Debt Recovery Managers;
  • Recommend improvements and present findings as required by the operational management team;
  • Deliver any new operational strategies and SLAs to the Debt Recovery team under the direction of the management team;
  • Maintain commitment to total quality management, completing periodic reviews of all processes; and
  • Manage and deliver specific projects for the business as required.

You will:

  • Have experience in a debt recovery department in a legal setting;
  • Have experience in auditing files and calls;
  • Be experienced in working with large data sets;
  • Possess excellent IT skills with the ability to produce informative reports;
  • Have advanced skills in Microsoft Excel;
  • Preferably have experience of working with Liberate;
  • Be able to prioritise your own workload to meet deadlines; and
  • Have great communication skills including the presentation of data and findings.

Disclosure will be required in the event that a position is offered.

The successful candidate will be required to attend an induction and a period of training at the firm’s Derby office.

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