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Contact Centre Manager - Service and Arrears
Job Posted: 11 days ago
Salary: £ 50,000 - 60,000 / Annum
Job Type: Permanent
Location: Melton Mowbray, Leicestershire
Expire in: 17 days
Job Description
Contact Centre Manager - Service and Arrears
Red Recruitment is looking to recruit a Contact Centre Manager - Service and Arrears for our client. You will play a pivotal role within their Contact Centre. Leading a team of 40 customer and arrears advisors, managing the full customer journey from onboarding all the way through to litigation.
You will report directly into the C-Suite team with the chance to join a successful business where you will look to drive growth and transformation.
The salary is up to £60,000 per annum.
Benefits and Package for a Contact Centre Manager - Service and Arrears
Salary: Up to £60,000
Hours: Full-time
Contract Type: Permanent
Location: Melton Mowbray
Generous Holiday Allowance
Health care Plan
Free Parking
Company Pension
Yearly pay rises offered Key Responsibilities of a Contact Centre Manager - Service and Arrears
Lead, coach, and develop Team Leaders and Advisors across service and arrears functions
Drive engagement, retention, and continuous development
Ensure excellent customer experience across all contact channels (phone, email, chat)
Handle escalations and complex customer issues
Oversee arrears strategies to maximise collections while treating customers fairly ensuring we are compliant with regulations and policies
Manage daily contact centre operations to meet SLAs and service levels
Provide regular reporting to senior leadership
Collaborate with internal teams (Risk, Compliance, Product, IT)Key Skills and Experience of a Contact Centre Manager - Service and Arrears
Essential
Proven experience managing a contact centre or operations team
Passion for Contact Centre People Management
Experience in customer experience and continuous improvement
Strong background in customer service and arrears/collections
Leadership experience with the ability to motivate and develop teams
Strong analytical and problem-solving skills
Knowledge of regulatory frameworks and compliance requirements
Excellent communication and stakeholder management skills
Desirable
Experience in financial services
Familiarity with dialler systems, CRM platforms, and workforce management toolsIf you are interested in this position and have the relevant experience as a Contact Centre Manager - Service and Arrears, please apply now!
Red Recruitment (Agency)Before You Apply
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