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Team Leader, Collections (12 Mth Ftc)

Australia Post - Australia,

Customer Service & Call Centre
Source: uWorkin

Source: uWorkin


Work type: Fixed Term Full Time
State: VIC
Location: Melbourne

Australia Post Group (including Australia Post, StarTrack, Decipha & SecurePay is one of the most trusted brands in Australia. Employing over 35,000 people across our integrated delivery, logistics and e-Commerce network – we love delivering! Through our huge range of services, we help communities stay connected, businesses reach new customers and people stay in touch. We’re committed to helping our people, customers and communities build a better future.

What it’s like to work here?
A career at Australia Post Group can lead down many paths. There are a variety of roles to suit all sorts of skills and you will also have the chance to learn from the best people; everyone, everywhere, every day. For us, an engaging, enjoyable workplace is the foundation for great work which is why your attitude and your passion is just as important to us as your experience.

What does the role involve?
Reporting to the National Credit Manager, you’ll help to lead and develop Credit Management staff with the ultimate goal to minimise bad debts from delinquent charge account customers.
Your role includes but not limited to the following:

  • Lead, mentor, train and develop a team of Credit Representatives and Collections Specialists.
  • Identify opportunities for process improvements and work across multiple ERPs
  • Plan team’s work programs, monitor workloads and resource deployment including IVR Telephone system and initiate action to ensure activities are completed in a timely manner
  • Manage and handle customer escalations from collections team to a positive outcome, including those relating to the ongoing retirement of Early Payment Incentives and the introduction of Late Payment Charges
  • Engage with our Sales team to resolve customer disputes and collaborate with all levels of internal stakeholders
  • Ensure that all individual and team KPI’s are met on a daily, weekly, and monthly basis to minimise aged debtors and bad debt
  • Ensure customer compliance with Australia Post trading terms and exercise judgement to decide on the best possible action for delinquent accounts, by balancing the potential loss of customers and credit risk
  • Conduct hindsight reviews and make recommendations to the National Credit Manager regarding improved collection activities.
  • Design and/or deliver policies and procedures, and maintain process instructions relevant to business operation for the collections team
  • Ensure compliance to Audit policy and Privacy Act
  • Perform other duties as may be required from time-to-time

What are we looking for?

  • 5-10 years credit management and collections experience/loss mitigation administration
  • 3 years Collection Team management experience
  • Qualifications in business management, accounting, management, commerce or a related discipline
  • Detailed knowledge of credit management functions, principles and industry standards
  • Intermediate to advanced proficiency required in MS Excel (e.g. Pivot Tables, Formulas)
  • Good ERP System and communication skills

We believe investing in our people is good business
That’s why we have a team dedicated to career coaching and support for our employees. And we know that your life outside of work matters. So while we work hard, we also have a culture that promotes a genuine work/life balance. 

Together, our differences make us stronger
With a reach across Australia and beyond, we’re building a workforce that’s as diverse as the communities we serve. Learn more about how we're supporting inclusion at Australia Post, here. If you require adjustments at any stage of the recruitment process, please reach out to the Talent Acquisition Diversity Team at [email protected]

Australia Post welcomes applications from Aboriginal and/or Torres Strait Islanders. Check out this short video to find out how we acknowledge and pay our respects to the Traditional Custodians of the land we operate on.

Ready to join the transformation of Australia Post?
Please click 'Apply Now' and please remember to upload your details and your most recent resume. #LI