Team Leader – Inbound and Outbound Collections

Job Description

About MBA Group – DOTS

MBA Group is a leading provider of marketing and communication solutions in the UK, with over 35 years of expertise in direct marketing, CRM, and transactional communication. Our mission is to provide tailored services that enhance customer communication, streamline processes, and maximise return on investment.

Within MBA Group, DOTS represents our contact centre of excellence. Combining skilled professionals with cutting-edge technology, DOTS delivers flexible and efficient services designed to reduce costs, enhance customer experiences, and ensure a dependable point of contact for businesses and their customers. Learn more about us at mba-group.com and wearedots.co.uk.

About the Role

We are looking for a dynamic, experienced Team Leader to manage both our inbound and outbound collections agents. The team plays a pivotal role as the first point of contact for customers, ensuring queries are resolved, payment arrangements are made, and collections are maximised throughout the debt recovery process. Your leadership will help shape a high-performing team while fostering a collaborative, fun, and supportive work environment.

This role offers a competitive salary, eligibility for the company pension scheme, and the opportunity to grow within an innovative and forward-thinking organisation.

Working Hours

Monday to Friday, 37.5 hours per week, between 8:00 AM and 6:00 PM. While initial shifts will be 9:00 AM to 5:00 PM, flexibility may be required to accommodate operational needs.

Key Responsibilities

· Lead and manage a combined inbound and outbound team of agents, ensuring performance aligns with KPIs and compliance standards.

· Support agents in delivering accurate information and solutions to customers, leveraging client systems and available data to drive successful outcomes.

· Motivate and inspire team members, fostering a positive, fun, and collaborative atmosphere that promotes individual and team success.

· Conduct regular 1-2-1s, team meetings, and development reviews to monitor progress,

Job Type: Full-time

Benefits:

• Company pension
• Free parking

Schedule:

• Day shift
• Monday to Friday

Application question(s):

• When would you be available to start?

Work Location: In person

Reference ID: Team Leader – Inbound and Outbound Collections