Customer Service Manager – Collection

Job Title Customer Service Manager – Collection
Location Walsall
Hours 37.5 hours per week
Salary Up to £30,000 per annum

Join our exceptional team where every call is a chance to make a real impact! We have an exciting opportunity for a Customer Services Manager - Collections to be a key part of the Operations Team. If you thrive in a fast-paced, customer-focused environment and are dedicated to leading by example, then this opportunity is for you. 

The Role

You’ll work 37.5 hours per week on a rota basis to cover the opening hours of the Centre, working approximately 1 in 4 Saturdays

Motivating and driving high performance within your team to meet and exceed our contractual debt targets.
Day to day management of our inbound / outbound Collections team within our busy contact centre
Motivate and develop a team of 12 by ensuring regular communication and engagement through 1:1s, feedback, recognition and wider engagement initiatives
Drive productivity and performance against contractual and Operational targets
Identify opportunities to continually improve the Customer journey and support on development of Collections strategies. 
Provide recommendations and take relevant actions to mitigate any issues that impact the quality of the overall Customer Experience
Manage performance and adherence of team members identifying any training and/ or coaching opportunities
Coach and develop existing team members to drive a high performance culture
Manages escalated Customer issues that are not resolved at the team member level. 

What You’ll Need

Proven experience of leading a team in a collections environment
Excellent communication and interpersonal skills, with the ability to work effectively and influence at all levels of the organisation.
Experience of working within a KPI target-focused contact centre
Knowledge of contact centre technologies and systems
Planning and organisation skills, with the ability to produce high quality work to deadlines.
Excellent motivation and time management skills
Strong relationship builder and influencer
Embracing and responding flexibly to changing circumstances
Numerate and financially astute

What You’ll Get in Return 

Competitive salary of up to £30,000 per annum
Pension scheme with employers’ contribution 
Free Parking on site
Gym on site
Cycle to work scheme.
Employee recognition scheme.
Focus on learning and development.
Passionate about career development
Social events.

REF-(Apply online only)