Payment Team Member

Job Purpose

This role involves working within the Peninsula Business Services (PBSUK)  Payments Team department at our Manchester Head Office, with full accountability and responsibility for efficient cash collection, whilst simultaneously providing an outstanding level of service and engagement with the client and extoling the Peninsula Group Core Values:

We Care

We Take Action

We Innovate

We Inform

We Do the Right Thing

Job Overview

With a direct reporting line into the PBSUK Payments Team Senior, the position is suitable for an individual who is bright, confident, positive and an excellent communicator. You will need to bring a minimum of three years’ experience in either a Credit Control, Customer Service or similar department and be capable of working in a fast paced and dynamic but supportive team environment.

The post holder will appreciate and be able to rise to the challenge of delivering the expected performance as an active team member. Focusing not just on excellence in cash collection but also delivering targets in an environment of exceptional service and client care. A pragmatic, commercial approach to problem solving and excellent negotiation skills are all prerequisites for this rewarding role.

Day-to-Day Responsibilities

·         Take full responsibility for your own daily call schedule of overdue client account

·         Delivering an expected 60 collection tasks every day, of combined call and email activity

·         Handling payment and service queries principally by telephone, but also by email and letter

·         Providing “Super Duper Service” when engaging with the client, handling client enquiries and making the necessary notes on our systems to maintain accurate and timely records

·         Processing debit/credit card payments

·         Liaising with Client Experience and Client Retention departments whilst also adhering to Peninsula Group internal processes, to ensure clients’ accounts operate as smoothly as possible

·         Identifying and actioning all potential retention opportunities including Direct Debit reinstatements

·         Complete requests for client account adjustments when required

·         When the collection opportunities are exhausted, and all efforts for resolution to date have been unsuccessful, provide a full and complete case history per client for escalation to the Payments Team Senior.

The above is not an exhaustive list and you will be expected to perform different tasks to support the changing demands of the function and the overall business objectives of the Peninsula Group.

Role Metrics

·         Adherence to individual Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for internal and external stakeholders.

·         Excellent Client Engagement, Cash Collection, Rescheduling Arrears, Direct Debit coverage, Outbound Call targets, Debtor Days, Collection Efficiencies, Aged Debt movements.

·         To ensure a high level of attendance and punctuality. ​

Why Join our Team?

This is a fantastic opportunity to demonstrate your abilities by taking full responsibility and accountability for the PBSUK Payment team function.  There’s opportunity to develop your career further if you wish, but whatever your starting point, you are guaranteed to grow and develop your knowledge and abilities and to feel that you are making a real difference.