Contact Centre Manager – Debt Collection
Birmingham
£36,800
Company Overview
A long-established leader in debt recovery and enforcement, this organisation supports public sector clients across the UK. With over 500 staff nationwide, it promotes a culture of accountability, performance, and staff development.
Role Summary
The Contact Centre Manager will lead a team of debt collectors, driving performance, ensuring regulatory compliance, and delivering exceptional customer service. The role involves managing daily operations, monitoring key metrics, and supporting continuous improvement.
Key Responsibilities
*
Manage and develop a team of collectors to meet revenue and performance targets
*
Deliver regular coaching, one-to-ones, and performance reviews
*
Oversee SLA/KPI compliance and address underperformance
*
Analyse call data to resolve issues such as abandonment and low contact rates
*
Collaborate with dialler teams to manage call flow
*
Maintain attendance levels and liaise with HR on staffing issues
*
Support recruitment and long-term planning
*
Ensure adherence to policies, client requirements, and industry regulations
*
Provide cover in the absence of senior management and support change initiatives
Candidate Requirements
*
Experience managing teams in a contact centre, ideally in debt collection
*
Strong coaching, leadership, and performance management skills
*
Proven ability to meet targets and drive improvements
*
Confident with data analysis and reporting
*
Excellent communication and interpersonal skills
*
Flexible to provide occasional weekend cover
Benefits
*
Up to £36,800 per annum
*
28 days holiday (incl. bank holidays)
*
Pension scheme and life assurance
*
On-site parking and modern facilities
*
Free daily refreshments
Offer subject to DBS and CCJ checks