Incentive Team Supervisor

The Vacancy

We are looking for a proactive and performance-driven Incentive Team Supervisor to support the Operations Manager in leading and developing a small team of Recovery Officers focused on maximising income through incentive-based recovery activity.

This role will play a key part in ensuring delivery against client KPIs, supporting accurate and timely reporting, and driving a high-performance culture within the team. You will be responsible for day-to-day supervision, coaching, and quality assurance, while also supporting continuous improvement across processes and reporting.

This is an excellent opportunity for someone looking to step into a leadership role or build on existing supervisory experience within a fast-paced, target-driven environment.

Key tasks and responsibilities

• Lead, support and motivate a team of up to 5 Recovery Officers to deliver against performance targets and KPIs
• Monitor team performance, quality, and productivity, taking proactive action to address underperformance
• Conduct regular 1-2-1s, coaching sessions, and performance reviews to support development and accountability
• Ensure all recovery activity is completed in line with contractual requirements, policies, and legislation
• Support the Operations Manager with performance reporting, MI validation, and identifying trends or risks
• Carry out quality assurance checks to ensure accuracy, consistency, and compliance across the team
• Support onboarding and training of new starters, ensuring knowledge transfer and capability building
• Act as first point of escalation for team queries and complex cases
• Contribute to continuous improvement initiatives, including process enhancements and reducing single points of failure
• Maintain strong working relationships with internal stakeholders and support client deliverables where required

Essential Skills and Attributes

• Previous experience in a supervisory or senior officer role within a target-driven environment
• Strong understanding of debt recovery processes (ideally within Local Government – CTAX, NNDR)
• Experience of working to and achieving performance targets and KPIs
• Proven ability to coach, support and develop team members
• Strong organisational skills with the ability to manage multiple priorities
• Good analytical skills with the ability to interpret performance data and identify trends
• Competent in Excel and operational systems
• Strong communication skills, both written and verbal
• Ability to work collaboratively and support a high-performance team culture