Customer Contact Jobs

Business Contracts Change Manager

Hampshire

£50,000 - £55,000

Job Description: We are delighted to once again be supporting one of our longest standing clients as they continue to improve and evolve structures and processes that highlight and focus on efficiency, client experience and leaner revenue streams. As a result, they are now looking for a Contracts Manager to own, redesign and manage all business wide third party contracts. Key responsibilities include: As the Contracts Manager you will have an overview of all tenders and pitches for business contracts. As well as overseeing and maintaining all service lead KPI’s on behalf of the business, it’s suppliers and vice versa. You will be taking ownership back from all divisional stakeholders to essentially implement, streamline and unify methods for handling all said contracts. You will sit within a team of six others all with various other Project Management duties. However, you will work alongside the Head of Transformation. The Contracts Manager will need to use and manage all contract change approval channels, adhering to periodic reviews, producing progress reports, cost updates and forecasts. As you can imagine you will also hold and build on all third party relationships. Previous experience and qualifications: To be successful you must be able to demonstrate a background in a similar Change & Transformation role as well as the ability and experience in applying strict business governance to contract transformation. A PRINCE 2 or equivalent qualification or applied knowledge would also be advantageous as well as any exposure to legal applications.

Business Analyst

Manchester

£30,000 - £35,000

Job Description: My client is looking for a Business Analyst to contribute to the effective delivery of the FS change portfolio, continuous improvement and governance activities, developing and implementing effective business readiness plans in conjunction with FS, IT and Change colleagues. Responsibilities Supporting the production of business cases Gathering, creating and documenting agreed business requirements, process mapping and documenting policies, processes and procedures for FS change. Identifying and documenting the business change impacts to inform Business Readiness Plans. Supporting, developing and implementing effective business readiness planning, working collaboratively with FS and Change colleagues, ensuring the successful delivery FS Changes Supporting Business Acceptance testing activities, ensuring the delivered solution meets the agreed business requirements. Experience, skills & knowledge Experienced Business Analyst with a proven and demonstrable track record, experience of working in the Retail or Financial Services sector Experience of working with one or more change methodologies and practices. Extensive working knowledge of MS Office Suite – Word; Excel; PowerPoint; Visio; MS Project; Outlook Ability to deliver in a fast-paced environment and deliver simultaneous change/improvement projects and activities Proven track record in effective facilitation and communication at multiple levels Ability to engage and influence stakeholders at an appropriate level Is analytical, pragmatic and systematic in approach to problem solving Ability to manage conflict and knows when to escalate Able to bring a relevant and effective analytical ‘toolset’ and experience to SRL Ability to analyse requirements and processes and provide solutions, structure and gap analyses in relation to change deliverables Self-motivated with the ability to work individually and as part of a wider team when required

Head of Customer Operations

Bristol

£85,000 - £90,000

Job Description: MERJE are delighted to be representing one of the most prestigious and envious brands within their market. While they continue to push the envelope on customer journey and service expectations they are looking to bring in a new Head of Operations to oversee and ensure that they CX across these rapidly growing business is measured, executed and developed to perfection. Key responsibilities include: Currently working across a 400 FTE (which is and will expand) you will be responsible for all internal operational customer touch points insuring that the future proofing of the business is wrapped up in its promises to deliver unparalleled customer experience through all points and divisions of contact. Sales, Service, Maintenance, Complaints, Retentions, Collections, and so on and so. You will have autonomy over the ongoing structural development of the teams, professional development, staff engagement, mentoring and leadership programmes: You will tap into all major stakeholders to put together an entire picture of VoC, NPS, SLA and other important and measurable factors. Using this data to drive your designs in change and improvement. Previous experience and qualifications: To be successful you must be able to articulate and evidence your experience and achievements at a similar level within the contact centre world. It would be advantageous for you to be able to discuss your direct impact on Operational customer outcomes. A background in a regulated or specifically Utility lead market would be highly desirable too. Please get in touch for immediate conversations and interview

Collections Manager

London

£80,000 pa

My client is looking for a Collections Manager to oversee the business financial collection department. Supervising staff to ensure all money owed to the company is received correctly and in a timely fashion. Responsibilities: Managing the workload of the department, prioritising and delegating effectively to ensure workflows are executed to a high standard and within SLAs at all times. Actively managing performance through daily call listening/observation, coaching, 1-2-1 reviews and annual appraisals, with the assistance of HR where necessary. Managing the collections and recoveries teams to maximise cash collection and reduce debtor days. Participates in hiring, ensure supplemental Quality Assurance (QA) and training programs are conducted for the team as needed and administer disciplinary actions in accordance with HR Policies. Delivering against the firm’s objectives and KPIs – targeting a reduction in credit risk across the customer portfolio. Lead a team which manages customers through the whole loan life cycle, focused on ensuring fair outcomes for customers. Work with senior management to provide data regarding daily, weekly, monthly, quarterly, and yearly goals and results. Understand new trends, expectations, and information to communicate back to the team. Ensuring compliance with the firm’s collections policies and procedures are adhered to. Work with the Learning and Development Manager to specify training requirements at a service level and track the outcomes of the training as appropriate. Ensuring the reduction of customer complaint volumes within Collections & Recoveries. Conduct calibration sessions with QA to understand and address quality trends and to ensure that the team sustains high performance. Ensuring adherence to business continuity planning requirements. Skills & Experience: Excellent organisational skills Skill in focusing on desired results, prioritisation, clarifying next steps, and delegating effectively to meet deadlines, and achieve desired results. Excellent communication skills and the ability to develop strong working relationships at all levels, both internally and externally. Experience of implementing collections strategy and taking a lead in translating strategy into working plans and actions. Excellent people manager with a track record of motivating teams and individuals to perform to a high standard and work towards a common goal. Organisational skills and the ability to understand detailed information. Numeracy skills, with strong IT skills A proven track record of ‘making a difference’ Experience of dialler technology A sound working knowledge of relevant regulation (FCA, OFCOM and ICO) with the ability to apply principles to all daily activities.

Intermediary Business Development Manager

Bristol

£40,000

Due to continued growth within the intermediary team, my client is looking for an Intermediary Business Manager to join their team. The purpose of the role is to grow and develop the market in your specified region with small and medium sized businesses. You will be required to work closely with the National Retail Manager identifying proactive ways to achieve objectives. This will include creating a regional plan to grow sustainable quality sales in the SME channel. Responsibilities Conduct appropriate training and testing to SME sellers responsible for offering the best plan to their customers. Create an appointment strategy and maximise quality plan sales in your region. Initially new business development will be primary whilst you grow your business Provide SMEs with day to day support, answering any queries raised and ensuring they have sufficient marketing materials Proactively identify ways to meet business objectives This is a fantastic opportunity for a customer focused individual with a record of achieving sales targets. To make this role a success you will need to: Possess financial acumen as well as previous face to face experience in a retail financial services environment. Proven communication and influencing ability is also essential with particular regard to developing enthusiasm and interest amongst internal and external customers. To discuss the role in greater detail please contact Natasha on 0203 637 1602 or send through your CV to ncopitch@merje.com

Intermediary Business Development Manager

Manchester

£40,000

Due to continued growth within the intermediary team, my client is looking for an Intermediary Business Manager to join their team. The purpose of the role is to grow and develop the market in your specified region with small and medium sized businesses. You will be required to work closely with the National Retail Manager identifying proactive ways to achieve objectives. This will include creating a regional plan to grow sustainable quality sales in the SME channel. Responsibilities: Conduct appropriate training and testing to SME sellers responsible for offering the best plan to their customers. Create an appointment strategy and maximise quality plan sales in your region. Initially new business development will be primary whilst you grow your business Provide SMEs with day to day support, answering any queries raised and ensuring they have sufficient marketing materials Proactively identify ways to meet business objectives This is a fantastic opportunity for a customer focused individual with a record of achieving sales targets. To make this role a success you will need to: Possess financial acumen as well as previous face to face experience in a retail financial services environment. Proven communication and influencing ability is also essential with particular regard to developing enthusiasm and interest amongst internal and external customers. To discuss the role in greater detail please contact Natasha on 0203 637 1602 or send through your CV to ncopitch@merje.com

Customer MI & Insight Manager

Milton Keynes

55000

Job Description: My client is looking for a Customer MI & Insight Manager to create a single, accurate view of customer and colleague behaviour and trends to produce true actionable insight. The role will be responsible for bringing multiple sets of complex data that can easily be acted upon and turned into actionable customer outcomes. This role will work closely with key operations leaders and senior stakeholders across the business to drive and influence data based decision making. The overall goal of the role is an increase in operational efficiency, customer experience and business engagement powered by analytics. Responsibilities maintain key performance indicators to measure the impact of data driven changes and develop the Customer Data and Insights team. implement key GDPR practices on behalf of Customer Operations Own and drive the engagement with key senior stakeholders within Customer Operations and the wider business to drive the use of data based decision making and analytics. Drive a shift in culture and mind-set across all of Customer Operations, to transition from data churn / re-active MI to Insights and pro-active preventative measures. Define and implement industry leading data practices to ensure that all insights are timely, accurate and industrialised in process. Define and deliver a framework to ensure Customer Operations readiness for critical GDPR regulation requirements. Ensure data integrity and security is maintained through the design and implementation of robust processes. Influence and own the automation agenda to increase the maturity, reliability and quality of MI in conjunction with key departments such as IT. Drive ongoing efficiency through actively pursuing automation opportunities and creating re-usable processes to limit future manual intervention in creation of MI. Provide clear and implementable recommendations to improve operational efficiency. Training & Experience Applied knowledge/experience of Business Objects. Stakeholder management and relationship building skills Ability to use industry leading tools e.g. Tableau or similar Ability to work with a strategic mind-set, ensuring the MI and Insights function remains fit for purpose whilst adhering to GDPR regulation Experience in defining and managing on-going improvements to operating models and MI and Insights maturity. Line management and leadership experience; directly managing own team but also achieving results through others. The ability to explain basic statistical terms to non-technical senior stakeholders. Ability to work at pace with conflicting priorities and limited resource Key decision making skills where there are conflicting data sets. Substantial experience in analysis role demonstrating ability to deliver insights and models that have directly led to improved business performance Some Lean Six Sigma knowledge/experience is desirable e.g. Minitab and statistical analysis knowledge Strong data visualisation skillsSound understanding of key operational Compliance aspects. TCF, FCA / GDPR / Regulatory compliance.

Account Manager – Payments /Technology

London

£40,000 - £60,000

This is new business development role with a strong focus on client management and development. This will suit an individual who is passionate about technology, banking / financial services, payments and /or compliance and financial crime. This person will be responsible for understanding how to use the products and services to achieve more efficient payment processing across their Banking/FS sectors clients. Responsibilities: You will be assigned a group of client relationships to develop and expand the opportunity of promoting further understanding of the products and services available Consult and advise clients around the best products and services to deliver their business objectives Identify customer needs and market opportunities to develop new business across the allocated accounts Represent the business and promote the company’s portfolio of products and services by participating in and speaking at workshops, business forums and conferences Maintain market knowledge to understand further the benefits of the product portfolio to your client accounts Provide regular feedback on the market and developments as well as feedback from customers Offer advice on how to develop existing products and services to improve the client delivery Key Competencies: Ideally this role will suit someone who has worked in a fintech / PSP / vendor selling software or data solutions to financial institutions This would also suit someone who is a subject matter expert in Compliance / Financial Crime and understands payments and is keen to learn more about technology and account management (business development) Knowledge of regulations around the payments industry such as PSD2, 4th5th AMLD would be a distinct advantage Experience of account management and / or the interest to be client facing Strong communication skills – ability to interpret client requirements into solutions and an advisory approach to client development Experience and /or an interest in technology and the Banking / Financial Services sectors