Job summary

• Manage the day-to-day performance and activity of Enforcement Agents, ensuring workloads and 
  resources are effectively planned and aligned to operational demand.

• Monitor, analyse and report on individual and team performance, using management information and 
  performance data to identify trends, risks, opportunities and areas requiring intervention.

• Set, review and monitor individual and team targets across key performance areas, including quality, 
  collections, compliance, productivity and complaint handling.

• Develop and implement performance plans where required, providing clear objectives, regular reviews, 
  coaching and appropriate support to enable agents to achieve and maintain expected standards.

• Conduct regular observations, coaching sessions and performance reviews, providing constructive 
  feedback and identifying opportunities for individual development and progression.

• Support and manage Enforcement Agents to effectively handle challenging situations, conflict and 
  complaints, ensuring interactions remain professional, proportionate and aligned with company 
  standards and procedures.

• Maintain a strong focus on quality and compliance, working closely with the QA team to ensure regular 
  footage and case reviews are completed and any identified issues are addressed promptly.

• Monitor complaints, incidents and quality findings, identifying recurring themes and implementing 
  appropriate actions to reduce risk and improve the customer and client experience.

• Ensure Enforcement Agents consistently follow company policies, operational procedures, regulatory 
  requirements and client-specific instructions.

• Maintain a strong understanding of enforcement processes and ensure that agents are appropriately 
  supported when dealing with complex, sensitive or high-risk cases.

• Liaise with internal departments, managers, clients and other relevant stakeholders to gather 
  information, resolve operational issues and ensure effective communication across the Enforcement 
  Department.

• Produce and present accurate performance data, statistics and management information to inform 
  operational decision-making and identify areas for improvement.

• Identify trends in performance, collections, quality, complaints and operational activity, using insight to 
  recommend and implement improvements.

• Ensure effective resource planning and deployment of Enforcement Agents, taking account of demand, 
  geographical requirements, workloads, availability and business priorities.

• Support recruitment, induction and onboarding of new Enforcement Agents, working with the HR team 
  to ensure new starters receive appropriate training, guidance and support.

• Work closely with the HR & Operations Director to implement departmental strategies, operational 
  improvements and initiatives that support business objectives.

• Embed company strategy, values and expected behaviours through regular team communication, 
  objective setting, performance reviews and day-to-day management.

• Lead by example, promoting a professional, accountable, engaging and performance-focused culture 
  across the Enforcement department.

• Identify training and development needs within the team and work with relevant stakeholders to ensure 
  appropriate training, coaching and support are provided.

• Ensure accurate and timely completion of departmental records, reports, performance reviews and other 
  required documentation.

• Take appropriate action when performance, conduct, quality or compliance standards are not met, 
  working with HR where formal processes are required.

• Support the management of operational incidents, escalations and serious complaints, ensuring issues 
  are investigated appropriately and actions are recorded and followed through.

• Contribute to wider operational projects and initiatives, providing insight and recommendations based 
  on frontline enforcement activity and team performance.

• Continuously review departmental processes and identify opportunities to improve efficiency, 
  performance, quality, compliance and the overall service provided to clients and customers.

• Maintain confidentiality and handle sensitive employee, client and customer information appropriately 
  at all times.

Key skills & experience

Experience

• Previous experience managing or leading a team within enforcement, collections, debt recovery, 
  field operations, compliance or a similarly performance-driven environment.

• Proven experience managing individual and team performance against targets and key 
  performance indicators.

• Experience of coaching, developing and motivating team members to improve performance and 
  achieve consistently high standards.

• Experience of conducting performance reviews, observations and one-to-one meetings, 
  including addressing underperformance and implementing appropriate improvement plans.

• Experience of analysing performance data and management information to identify trends, risks 
  and opportunities for improvement.

• Experience of resource planning and managing workloads to meet operational demand and 
  business priorities.

• Experience of working within regulated, compliance-focused or procedure-driven environments.

• Good IT skills, with experience using Microsoft Office, particularly Excel, and the ability to 
  interpret and present performance data.

Skills/attributes

• Leadership You are a confident and credible people leader who can motivate, support and 
  challenge team members while maintaining clear expectations and accountability.

• Performance management You are comfortable setting targets, monitoring performance and 
  having constructive conversations about performance, behaviour and development. You are 
  able to recognise both strong performance and areas requiring improvement.

• Coaching and development You have the ability to coach individuals effectively, provide clear 
  and constructive feedback and identify practical ways to support improvement and 
  development.

• Decision-making You are confident making timely, evidence-based decisions and taking 
  appropriate action when faced with operational issues, complaints, performance concerns or 
  competing priorities.

• Resilience You are able to remain calm and professional when dealing with pressure, conflict, 
  challenging conversations and competing demands. You are able to support your team while 
  maintaining appropriate boundaries and accountability.

• Quality and compliance focused You understand the importance of following processes, 
  maintaining professional standards and ensuring that performance targets are achieved without 
  compromising quality, compliance or customer experience.

• Organisation and resource planning You are highly organised and able to manage multiple 
  priorities, plan resources effectively and respond quickly when operational requirements 
  change.

• Conflict management You are confident dealing with difficult conversations and challenging 
  situations and can de-escalate issues while remaining professional, fair and focused on an 
  appropriate resolution.

• Accountability You take ownership of your team's performance and outcomes, follow through 
  on agreed actions and hold yourself and others accountable for meeting expected standards.

• Continuous improvement You actively look for ways to improve processes, performance and 
  the service provided, and are willing to challenge existing ways of working where there is a clear 
  opportunity to improve.

• Positive, professional attitude You lead by example and maintain a positive, professional and 
  solutions-focused approach, including during periods of high demand or operational pressure.

Salary & Benefits

Grade: 3A - Middle Manager

​​​​​

• 25 days annual leave, plus bank holidays.

• Mandatory office shut-down between Christmas and New Year to switch off and enjoy the 
  festive season.

• Company Pension Scheme

• Social events throughout the year

• Company Sick Pay Scheme

• Workplace Mental Health initiative

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