Company Description
The Digital DRA is leading the way as the UK's first FCA authorised debt resolution agency with a modern and innovative approach. Our focus is on helping individuals resolve their overdue accounts, and we strive to move away from the negative connotations associated with traditional debt 'collection' methods. By utilising digital communication channels and cutting-edge technology, we help simplify the process and make it as convenient as possible for customers.
Summary
We are looking for a proactive and data-driven Customer Insights & Account Manager to help manage client relationships while driving performance through data analysis and insight.
This hybrid role sits between Account Management, Operations, and Data, ensuring that both clients and internal teams have clear visibility of results, risks, and opportunities.
You will play a key role in building relationships, pulling and interpreting data, and ensuring all performance reporting is accurate, actionable, and compliant.
Reports To:
Chief Operations Officer / Chief Growth Officer
Data & Insight Management
* Pull and analyse performance data from internal systems and client reports.
* Create and maintain dashboards or summary reports using Excel and Power BI.
* Interpret trends and performance drivers, highlighting root causes and actionable insights.
* Support internal teams in understanding and using data effectively.
* Ensure all reporting and data sharing is accurate, timely, and compliant with FCA and data protection requirements.
Client Relationship Management
* Act as the primary contact for assigned clients, ensuring clear communication and high satisfaction.
* Prepare and deliver regular performance updates, reports, and review packs.
* Support onboarding and transition of new clients to ensure a seamless handover.
* Respond promptly to client queries and requests.
* Identify opportunities to improve client results through insight and data-led recommendations.
Performance & Delivery
* Monitor KPIs and SLAs across portfolios, highlighting trends or signals that may negatively or positively impact performance.
* Work together with Operations, Finance, and Sales teams to maintain consistent and reliable data outputs.
* Contribute to quarterly and annual performance reviews with analytical insights and summaries.
* Proactively suggest improvements to client strategies or internal processes based on evidence.
Internal Support & Development
* Assist colleagues in interpreting reports and using data tools confidently.
* Contribute to process improvement and automation projects across the business.
* Share best practice in data handling, reporting, and presentation across teams.
* Support wider business initiatives with insight and recommendations.
Skills & Experience Required
Essential:
* Strong Excel / Google Sheets skills (pivot tables, lookups, data cleaning).
* Proven experience in a client-facing or account management role.
* Confident working with client data and performance reporting (Power BI or similar desirable).
* Excellent communication skills, with the ability to simplify and present complex data clearly.
* High attention to detail and strong commitment to data accuracy.
* Experience working within or supporting QA processes and frameworks.
* Background in financial services, utilities, or other regulated sectors.
* High level of IT literacy – confident using Excel, Word, and reporting tools.
* Adaptable and proactive, comfortable in a fast-paced, start-up/scale-up environment with a can-do attitude.
Desirable:
* SQL or database experience.
* Experience in FCA-authorised or regulated debt recovery / financial services environments.
* Experience working within or supporting QA processes and frameworks.
* Familiarity with Power BI or other data visualisation tools.
* Understanding of Consumer Duty and Treating Customers Fairly (TCF) principles.
Package:
· Full-time role, primarily office-based in Halifax, some hybrid flexibility.
· £40k-£55k DOE.
· days annual leave allowance.
Equality and Diversity Statement:
· Everyone is afforded equal opportunities in recruitment, selection, promotion, and training. We will not discriminate on the protected characteristics of age, gender, gender reassignment, pregnancy, marital status or civil partnership, race, colour, ethnic or national origin, nationality, citizenship, disability, sexual orientation, religion, belief, or previous convictions (except for posts exempt under the Rehabilitation of Offenders Act). We will also not discriminate directly or indirectly on political beliefs or Trade Union activity.