DCBL (Direct Collection Bailiffs Ltd)
Senior Relationship Team Leader
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Senior Relationship Team Leader – Contact Centre Operations
Location: Runcorn – Office-Based – Contact Centre Salary: Up to £35,000, dependent on experience
About the Role
DCBL – award-winning debris collection – wants you to be part of the change.
We’re seeking an experienced and motivated Senior Relationship Team Leader to lead our South Africa Contact Centre operations. This is an exciting opportunity for a passionate leader who excels in fast-paced environments, develops high-performing teams, and delivers exceptional customer service.
Reporting to the Contact Centre Manager, you will:
- Lead up to two Relationship teams
- Provide operational support
- Act as deputy when required
- Oversee the UK Collections Administration team
- Support key business functions, including performance management, compliance, invoicing, and HR processes
Your role will drive performance to maximise collections on behalf of our clients.
Note: Due to the role’s international scope, you may be required to travel as part of your responsibilities.
What You’ll Be Doing
Team Leadership & Performance Management
- Lead, motivate, and develop up to two Relationship teams in South Africa’s Contact Centre
- Coach and support team members to achieve individual and team performance targets
- Drive collections in line with operational targets
- Monitor KPIs and implement improvement plans to achieve high performance
- Conduct regular performance reviews, coaching sessions, and development planning
- Ensure adherence to compliance policies, legal requirements, and data security standards
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Operational & Administrative Responsibilities
- Lead the UK Head Office Administration team, ensuring productivity and quality standards
- Manage invoicing for the South Africa operation
- Work closely with Quality Assurance to enhance service delivery and customer outcomes
- Oversee workload management, including scanned post allocation and administrative processes
- Support HR activities, including attendance management, conduct issues, and performance management
Collaborative Leadership
- Act as deputy for the Contact Centre Manager when required
- Collaborate with fellow Team Leaders to share best practice and provide cover during absences
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What We’re Looking For
- Previous experience in Team Leader, Supervisor, or Management roles
- Strong leadership and people management skills
- Excellent communication and interpersonal abilities
- Proven track record of coaching, motivating, and developing teams
- Strong organisational and time management skills
- Experience in managing KPIs and driving performance improvement
- Good analytical and problem-solving abilities
- High computer literacy, including expertise in Microsoft Word and Excel
- Understanding of operational processes, compliance, and quality standards
- Ability to thrive in a fast-paced, dynamic environment
Why Join Us?
- Be part of a supportive and collaborative leadership team
- Make a real impact by developing people and improving performance
- Access to career development and progression opportunities
- Work in a dynamic and rewarding environment
If you’re a passionate leader who enjoys developing teams, driving performance, and delivering outstanding service, we’d love to hear from you. Apply today!
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