Job Title - Collections Agent

Reporting To - Depot Team Leader

Role Purpose

Travel to a variety of customers sites within your region to collect a wide range of redundant IT equipment including Notebooks, Systems, Printers, TFT’s, Servers, Networking, Mobile devices and more. Capture device serial number and customers asset number to facilitate traceability of the device through our process. Ensure the safe and secure transportation of assets to our processing facility. Ensure correct processes are followed to maintain integrity and security of work carried out.

This role requires a strong attention to detail, excellent customer service skills, and a commitment to environmental responsibility.

In some instances out of hrs or long distance collections will be required, these may necessitate late or early starts or nights away to complete.

You will be self-motivated and can work under pressure individually and as part of a team to achieve daily targets.

• Visits customer premises to collect redundant IT equipment.
• Works with other members of the team to ensure depot targets are achieved.
• Provide excellent customer service during collection visits.
• Address customer inquiries and concerns professionally.
• Complete collection documentation.
• Ensures all asset and serial data is captured on site to enable accurate traceability of items.
• Communicates with Scheduling team to escalate issues or variations occurring on site.
• Safely load and secure IT equipment in the collection van to prevent damage during transportation.
• Is flexible in approach to scheduled routes, core working hrs and willing to adopt last minute change.
• Is willing to work away from home on occasion.
• Conduct routine inspections of the collection van and report any maintenance needs.
• Ensure the cleanliness and organization of the collection vehicle.
• Complies and adheres to Company Policies & Procedures (HR, Health & Safety, ISO Certifications, Other Industry Accreditations)
• Maintain site security and adhere to security policy & procedure.
• Maintains good housekeeping practices.
• Complete any other reasonable instruction from management.

Performance Indicators

• Achieves individual targets as set by line manager.
• Adhere to Company policies and client collection requirements.
• Achieves high levels of accuracy in on-site scanning.
• Escalates variations to Scheduling in a timely manner.
• Be presentable, well groomed and wearing correct uniform while at work.
• Achieve high levels of timekeeping and attendance.
• Keep Work vehicle clean and tidy while contributing to cleanliness and organisation of the department.
• Participates in and successfully completes any company provided training.

Knowledge, Skills & Experience

• Valid driver's license with a clean driving record.
• Previous experience in a similar driving or logistics role preferred.
• Familiarity with handling and transporting IT equipment is advantageous.
• Strong communication and interpersonal skills.
• Ability to lift and carry heavy equipment.
• Attention to detail and accuracy in documentation.

This job description is intended to convey information essential to understanding the scope of the Collections Agent and is not an exhaustive list of skills, efforts, duties, or responsibilities associated with it.

Putting Customers First

• Is always results orientated - delivers what is needed, when it is needed and overcomes barriers
• Keeps the customer at the heart of everything they do - even when faced with uncertainty and pressure
• Listens to the customer carefully, manages and meets their expectations
• Recognises and takes immediate steps to handle an issue or potential problem or lets the right people know about it

Being Straightforward

• Communicates and/or presents effectively to small groups
• Shares 
• information openly with others
• Probes and identifies underlying causes of issues before suggesting solutions
• When appropriate, involves others before making decisions

Keeping Promises

• Focuses on problem prevention first, then problem solving
• Is committed to highest priorities, objectives and manages expectations
• Expresses an appropriate sense of urgency to deliver key results on schedule

Understanding People Matter

• Develops and maintains collaborative relationships
• Considers the impact of own behaviours and actions on others
• Actively seeks out the involvement of others and adjusts own approach if needed
• Perseveres and maintains self motivation and work standards even in adverse conditions

Considering The Long Term

• Strives to make plans that are aligned to the long-term business objectives
• Actively seeks opportunities to deliver better services
• Creates and applies new ideas, initiatives and solutions into daily work

Inspiring Success

• Takes responsibility and drives own development
• Pro-actively contributes to team performance
• Seeks a balance between benefits, costs and risks
• Learns from mistakes and reviews learning points to make improvements for the future
• Influences and persuades to achieve a successful joint outcome

• On-site parking Free Parking
• Staff events throughout the year
• Employee Assist Platform (including virtual GP service) 
• Internal & External training opportunities 
• Enhanced maternity pay 
• Company sick pay