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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