Collections (Call Centre & Customer Service)Full time$120k – $170k p/a + Super + Bonuses (based on experience)About UsNational Collection Services (NCS) is an award-winning debt collection agency providing bespoke recovery solutions for clients across industries—from small businesses to major corporations. With a focus on innovation, compliance, and fostering a collaborative environment, we pride ourselves on delivering exceptional results and having fun while doing it!Our national expansion reflects our dedication to both our people and the industry. This growth will create new internal opportunities, paving the way for future career advancement.Our culture celebrates excellence, with staff achievements recognised nationally, including multiple Young Credit Professional Awards and Collection Agent of the Year honours. Plus, our "Head of Barketing" office puppy Chewie eagerly awaits your cuddles!The OpportunityAs the Head of Commercial Recoveries, you'll oversee the strategic recovery of commercial debts, lead a high-performing team, and maintain strong client relationships. This role combines leadership, operational oversight, and client management, with a focus on delivering results and fostering continuous improvement.This role is available in our Melbourne or Brisbane office - your choice!Key ResponsibilitiesDaily Tasks:Lead daily team stand-ups to monitor performance, strategies, and workloads.Manage and allocate work queues, inboxes, and campaign activities (SMS, phone, letters).Provide staff training (formal and ad-hoc) to ensure excellence in recovery outcomes.Handle escalated complaints, ensuring timely and effective resolutions.Maintain accurate notes and correspondence using specialized debt management software.Weekly & Monthly Tasks:Analyse portfolio performance, identify opportunities, and design targeted campaigns.Prepare performance summaries and lead improvement strategies.Conduct 1:1 staff meetings to set goals, review performance, and foster development.Deliver detailed client performance reports, providing transparency and value.Quality & Compliance:Ensure adherence to Quality & Information Security Management System standards.Participate in internal/external audits to uphold privacy, confidentiality, and excellence.What We're Looking ForExperience in commercial collections, debt recovery, or commercial litigation (debt recovery paralegal) fields.Strong negotiation skills, including handling large-balance debts and working with insurance companies or third parties.Advanced communication skills with emotional intelligence, empathy, and professionalism.Exceptional time management and problem-solving abilities in a fast-paced, high-volume environment.A proactive, self-motivated leader who thrives in both autonomous and team settings.What's on Offer?Competitive Salary + Commission: Industry-leading structure with monthly performance bonuses.Work Flexibility: Work-from-home Fridays after probation.Career Development: Training programs, networking opportunities, and career advancement potential.Vibrant Team Culture: Social events, team outings, and a supportive, collaborative environment.Perks: Cereal bar, unlimited soft drinks, laptops, and Employee Assistance Program (EAP).Chewie: Daily cuddles from our resident puppy, the "Head of Barketing."If you're ready to lead a dynamic team, drive exceptional recoveries, and truly LOVE YOUR JOB, apply now and take the next step in your career with NCS!We respectfully request that recruitment agencies do not apply.
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