Address
Form of work
SalaryLocation Walsall
Hours 37.5 hours per week
Salary Up to £30,000 per annum
Join our exceptional team where every call is a chance to make a real impact! We have an exciting opportunity for a Customer Services Manager - Collections to be a key part of the Operations Team. If you thrive in a fast-paced, customer-focused environment and are dedicated to leading by example, then this opportunity is for you.
The Role
You’ll work 37.5 hours per week on a rota basis to cover the opening hours of the Centre, working approximately 1 in 4 Saturdays
- Motivating and driving high performance within your team to meet and exceed our contractual debt targets.
- Day to day management of our inbound / outbound Collections team within our busy contact centre
- Motivate and develop a team of 12 by ensuring regular communication and engagement through 1:1s, feedback, recognition and wider engagement initiatives
- Drive productivity and performance against contractual and Operational targets
- Identify opportunities to continually improve the Customer journey and support on development of Collections strategies.
- Provide recommendations and take relevant actions to mitigate any issues that impact the quality of the overall Customer Experience
- Manage performance and adherence of team members identifying any training and/ or coaching opportunities
- Coach and develop existing team members to drive a high performance culture
- Manages escalated Customer issues that are not resolved at the team member level.
What You’ll Need
- Proven experience of leading a team in a collections environment
- Excellent communication and interpersonal skills, with the ability to work effectively and influence at all levels of the organisation.
- Experience of working within a KPI target-focused contact centre
- Knowledge of contact centre technologies and systems
- Planning and organisation skills, with the ability to produce high quality work to deadlines.
- Excellent motivation and time management skills
- Strong relationship builder and influencer
- Embracing and responding flexibly to changing circumstances
- Numerate and financially astute
What You’ll Get in Return
- Competitive salary of up to £30,000 per annum
- Pension scheme with employers’ contribution
- Free Parking on site
- Gym on site
- Cycle to work scheme.
- Employee recognition scheme.
- Focus on learning and development.
- Passionate about career development
- Social events.
REF-214 536
