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Head of Contact Centre Collections Operations
North West England

About the Role

We are seeking a highly talented, highly experienced Head of Contact Centre Collections Operations for one of our large, multi-site clients with operations in the North West.

The successful individual into this post will have a background of leading contact centre operations within the collections and debt industry and will possess the following skills, experience and abilities:

  • Significant Contact Centre Operational management experience from the Collections industry

  • Comfortable working in a fast paced and demanding business, with experience of working within matrix reporting structures

  • A background in developing and improving processes and customer journeys

  • A thorough understanding and high level of customer focus with a proven record of delivering high standards of customer service and experience within a regulated environment

  • A strong leader who thrives on coaching, mentoring and developing reporting Managers, Leaders and their teams.

Key Responsibilities in post are:

*Would be highly advantageous if you have experience of driving large scale digital transformation projects within a collections environment*

  • Provide leadership and guidance to direct reports to ensure consistency of approach

  • Responsible for setting the collections and debt recovery policies across all Operational areas, and in conjunction with the relevant Centre of Excellence

  • Lead operational projects aimed at improving the customer journey

  • Identify and deliver operational efficiencies locally realising the benefit of customers, clients and business

This is a tremendous role for a talented Senior Operational leader to join a progressive organisation.

constantly on the hunt for the best candidates