Key Purpose of Post:

To supervise a field based collection team, ensuring that staff are trained and adhere to collection procedures and meet Company and Customer agreed service levels. To ensure that effective communication between field staff and the Regional Distribution Centre are maintained.

Key Responsibilities:

  • To manage your team through, for example, effective leadership, offering development support and direction.To ensure they are trained, motivated and directed to achieve the required standard of performance in their areas of responsibility; to ensure that concerns such as performance and attendance as well as any disciplinary matters are effectively addressed, seeking assistance from the HR department as necessary.


  • To contribute to, and work with the HR department in the recruitment, selection, and induction of permanent and temporary personnel as appropriate.
  • To ensure that each new starter undertakes the designated induction programme for their role and that they are signed off as competent on the successful completion of the programme.
  • To schedule and implement a regular programme of on the job training for each member of staff in order to coach and develop them in their role.
  • To carry out staff assessments in accordance with the agreed company procedures.
  • To address training needs identified through the assessment process or as they arise through changes in business requirements and either carry out the training or refer to your manager where support is required from other resources.
  • To seek advice and guidance from your line manager and HR subject to implementing any disciplinary action.
  • To ensure all Gamesnet, digital music, USB updates issued to collection staff are completed within designated timescales and removed discs returned.
  • To resolve any PDA hardware/software problems within your remit, escalating those outside to the appropriate person.
  • To ensure appropriate action is taken when completed jobs that have failed to upload to the system are identified
  • To ensure daily sign on/off is completed by collection team, and resolve any failures identified by the Collection Manager – Process.
  • To assist the Collection Manager – Process to identify additional resource to cover collection rounds in the event of sickness/vacancies.
  • To raise holiday requests for collectors with the Collection Manager – Process and confirm once authorised.
  • To ensure collectors recover all floats issued and over bank in accordance with company procedures.
  • To ensure all banking errors are investigated and appropriate action implemented.
  • To ensure all collection receipt errors deemed to be recoverable are actioned.
  • To liaise with service to resolve problems preventing a collection.
  • To complete vehicle checks using company check list, MOT’s are carried out as requested, and ensure collection security requirements are in place.
  • To produce and follow a weekly work schedule as agreed with the Head of Collections.
  • To ensure appropriate action is taken when completed jobs failed to upload to the system are identified.
  • To provide advice to the collection team on problems encountered when carrying out their duties. To escalate to the appropriate person any unresolved issues.
  • To create a weekly collection plan, ensuring all authorised holiday days, sick days and additional collections are covered.
  • To attend collection meetings & training sessions and cascade all relevant information to the collectors within agreed timescales
  • To ensure the Company social responsibility policies in relation to gambling are fully complied with at all times.

Health & Safety

  • To acquaint yourself with the Company’s health and safety policy document and the contents of the related manual.
  • To observe all health, safety and security procedures / rules and to carry out your duties in such a way as to minimise the risk to yourself and cash / equipment in your possession. To report any concerns and potential hazards to your line manager.
  • To carry the Company identity card at all times and produce on demand as appropriate.
  • To comply with all health and safety requirements / instructions whilst on customer premises.

Company car

  • Ensure that any Company vehicle entrusted to you is maintained in a clean and tidy manner at all times, and that it is serviced in accordance with the Company’s requirements by a Company approved garage.
  • Ensure that a vehicle mileage record is accurately completed on a daily basis and submitted at the end of every calendar month.
  • Accidents to be reported as per Company policy.

Limits of Authority:

  • All recruitment requirements to be authorised by your line manager / as per Company policy.
  • Any change of terms and conditions of employment of any staff under their control, including salary and vehicle to first be discussed and approved by the Head of Collections. Any proposed changes to terms/conditions of employment must also be authorised by the HR Department.
  • Consult with your line manager & HR prior to dismissing any employee.


  • Maximise income opportunities where possible, liasing with the commercial department where necessary.
  • To conduct yourself at all times in a manner that reflects favourably upon the Company.
  • To attend any meetings, reviews and training activities as required.

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