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10 months ago
Lowell Group
Salary: Negotiable
Location: Leeds
Job type: Permanent
Contact: Lowell Group
Category: Call Centre Jobs, Finance Office Jobs

We are looking for a strong, personable, and determined Head of Collections help shape and deliver the company change agenda, working to optimise collections and service channels across all communication avenues.

What will you be doing?

As Head of Collections you will hold responsibility for Debt Purchase Collections targets, maintaining a customer centric culture that supports and empowers team members to deliver on customer and commercial key performance indicators while working with and influencing the wider operational team.

Working hand in hand with other business functions the role will ensure that policies and processes are adhered to, and significant controls are in place to manage the day-to-day operation and protect the customer journey.

You'll manage the day-to-day operational performance of the Collections, RPC, and speech analytics teams to achieve customer and commercial key performance indicators. You'll also develop and lead the performance of the management team, cultivating a strong team ethic which ensures consistency, fairness, and promotes accountability.

Working closely with Business Optimisation and Resourcing Teams, you'll ensure that strategies are effectively deployed and service levels maintained across call and email channels.

What do you need?

  • To be a visible and credible leader with personal warmth, integrity, and commitment
  • To be action oriented and able to influence
  • Strong interpersonal skills and ability to influence
  • Exceptional analytical skills with an inquisitive nature
  • To be a subject matter expert
  • A high level and personal drive and ambition
  • To be a team player who can bring together teams of people to share a common goal
  • Strong presentation skills comfortable with public speaking

Previous Experience:

  • Extensive experience in Call Centre and Collections Management in a professional environment
  • Experience within a Collections Contact Centre
  • Experience of managing a 300+ FTE contact centre essential, 500+ FTE desirable
  • Experience of managing multi-channel collections desirable
  • Experience of Speech Analytics - desirable
  • A good understanding of consumer credit and regulatory compliance
  • A Level standard or equivalent, or qualified by experience
  • Relevent industry Qualification - desirable

How we reward you

  • Competitive salary
  • Contributory pension
  • 3% flexible benefits - including Cycle to Work, critical illness, dental insurance, childcare vouchers, travel insurance, dining club, retail discounts and more!
  • 11-strong learning and development team to support career progression
  • Free shuttle bus from Leeds City Centre
  • Subsidised on-site restaurant
  • Free on-site gym

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