Overview
We are looking for an experienced Contact Centre Manager to lead and motivate our team based in Runcorn. Reporting to the Operations Director, you will oversee daily operations and drive performance across all areas, ensuring we deliver consistently excellent service and meet business objectives.
DCB Legal Ltd is a specialist in the provision of legal services relating to Civil and Commercial litigation, debt recovery, property, and High Court Enforcement disputes. We are not a full legal service provider, instead, we focus on providing a contemporary low touch, bespoke legal service in our specialist field of debt recovery and litigation.
Key Responsibilities
* Manage day-to-day contact centre activities across telephone, webchat and email.
* Ensure performance targets are consistently achieved, including service levels and call handling.
* Analyse performance data to identify trends and implement continuous improvement plans.
* Produce collections and productivity reporting for review at weekly management meetings.
* Liaise with the Dialler Manager to ensure our inbound and outbound contact strategies are managed effectively and compliantly.
* Ensure consistent coaching and feedback is provided to all team members.
* Work with learning and development teams to adapt training based on requirements.
Qualifications
* A minimum of 3 year’s experience in a contact centre including at least 2 years in management, with a proven track record in coaching, performance management and people development.
* Experience in debt recovery, collections and complaints is essential
* Build strong relationships with colleagues in all departments.
* Strong analytical and problem-solving skills, with the ability to use data to inform decisions
* Experience in legal case management
* A positive with a ‘team player’ attitude
* The ability to work autonomously
* The confidence making decisions in line with the client expectations and best interests
* The ability to work in a methodical and organised manner
* The ability to cope in a busy and fast paced working environment
* A high attention to detail
Benefits
* Salary £50,000 per annum with a potential bonus of £500 per month (OTE £56,000.00)
* Monday - Friday schedule (36.5 hours per week)
* Early finish Fridays
* Dress Down Fridays
* 30 days holiday (including Bank Holidays)
* Employee Assistance Programme
* Newly refurbished offices
* Free Mersey Gateway bridge pass
* Free parking
* Free tea and coffee facilities
* Free monthly lunch
* Employer contributed pension (applicable after qualifying period)
* Full training provided
* Career development and progression opportunities
* Rapidly expanding multi-functional operation
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