Collections Manager
Wiltshire

About the Role

Great time to join this growing market leader who is seeking to appoint an experienced Collections Manager. This is a large fast paced business with ambitions to challenge the current status quo of the market.  This opening comes at an exciting stage of the business’s development and offers a fantastic opportunity to be part of a team hungry to make a difference.

Areas of responsibility:

  • Accountable for managing the end to end collections process monitoring and reporting of related complaints within the process and looking at ways in which to improve and streamline the service.
  • Responsible for establishing and implementing improved controls, monitoring, tracking processes and reporting.
  • Ensure that key department processes are regularly analysed and reported, enabling any gaps or process failures to be identified, interrogated and improved to avoid further failure and cost.
  • Maintain the company Collections budget & targets 
  • Support and Manage Collections Team Managers (50+FTE)
  • Responsible for the management, monitoring, tracking and analysis behind all complaints, delivering effective feedback mechanisms into the business and improvement strategies and action plans.


Experience and Skills Required:

  • A proven leader who can execute operational best practice to achieve service excellence
  • Experience of managing Team Leaders and their team of collections executives in a contact centre environment
  • Experience of working closely with a complaint & service environments
  • Ability to design, implement and manage robust and measurable feedback mechanisms
  • Customer focused leader with personal strengths of analysis, monitoring and tracking.
  • Drive, enthusiasm and energy for improving process and procedures.
  • Proven ownership and accountability for core collections KPI’s


The successful person into this role will have extensive Collections experience from within a large, multi-disciplined, Call and Contact Centre estate.

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