Contact Centre Manager – Service and Arrears Red Recruitment is seeking to appoint a Contact Centre Manager – Service and Arrears for our client. As the manager you will lead a team of 40 customer and arrears advisors, manage the full customer journey from onboarding through to litigation, and report directly to the C‑Suite team. Benefits and Package
Salary: up to £60,000 per annum 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
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 and ensuring compliance 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
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 tools To apply for this position, please submit your application. The role is still open. Red Recruitment (Agency)
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