Customer Contact Jobs

Sales Executive

London

£35,00

Our Client is seeking a Sales Executive to effectively join a telesales team, ensuring strict KPIs and processes are followed to deliver outstanding sales results to the business. The ideal candidate will be a high performing, driven and able to talk to senior and professional decision makers. Responsibilities • Perform outbound telesales activity • Work to high level and annual revenue targets. • Build client relationships • Deliver sales with understanding and passion of product • Communicate with marketing team to stay ahead of upcoming products to inform clients on. Skills & Knowledge • Basic IT ability • Sales Process • Product knowledge • CRM system • Excellent written, verbal & listening communication skills with a professional telephone manner • Ability to build rapport effectively with customers and colleagues • Experience of influencing and persuading to successfully and compliantly handle objectives • Proven ability to fact find in detail to ensure the customer needs are fully established and met • Demonstrable success in closing sales whilst adhering to a sales process • Accuracy & attention to detail

Head of Collections

Bristol

£70,000 - £80,000 pa

My client is an exciting and growing business with a great culture who are striving to deliver the best in all aspects of customer contact. They are now looking for a Head of Collections to act as a pivotal part in this drive to achieve a continuous first class customer experience. Responsibilities Develop and introduce a purposeful collections and strategy that delivers world class standards of service and performance across all channels. Prove all the help and support that vulnerable customers need and ensure that all customers are treated fairly. Identify areas for improvement within the existing collections model and develop a plan to re-shape the collections function moving forward so that it is achieving the best it can for both the business and its customers. Ensure that your function doesn’t just meet industry expectations but exceeds those of the customer. Place employee engagement high on the list of priorities and do your bit to maintain a great company culture overall. Be responsible for recruitment, on-boarding and general ongoing performance and well-being of your team. Skills, knowledge & experience A passion for customer service with experience of working as a customer service leader in a fast paced and dynamic environment. Significant experience in managing collections and some experience of credit risk would be beneficial too. Strong experience of leading highly effect and engaged teams. Experience of working in a regulated industry A track-record of using insight from your function and sharing it with the wider business in order to improve processes in other functions. Strong stakeholder management at all levels.

Senior Customer Journey Manager – Commercial Lending

Cambridgeshire

£80,000

MERJE are delighted to once again be representing one of the most recognised brands within commercial lending. As our client drives forward with its promise to always put the customer at the heart of everything, we are supporting their search for an experienced Operational Leader. With multiple stakeholder and customer touch points, this role has essentially been created to designed and deliver process improvements that are firstly customer and secondly business beneficial. Key responsibilities include: Using highly effective metric testing through QA, VoC, Policies, Governance and Risk Assessment. Through a direct reporting line across a number of divisions your key responsibilities will include but may not be limited to: • Appetite to lend Assessment • Sector defining customer service • Retention Management • Team Coaching, Mentorship & Recruitment • Accuratre Customer Grading • Complaints Management & Definition • MI & BI Reporting and implementation • QA Testing and Implementation • RCA • Customer Compliance as part of CX • Wider Business Stakeholder Management and/or Engagement This is a blend of operational improvement, delivery and management with a nice slice of strategy. Ideally suited to an experienced Customer Contact Professional with exposure to all front and back office elements that contribute to customer excellence. To be successful you must have a solid background within Commercial Lending Contact Centre Environments. This is a snapshot of an exciting and integral new vacancy at a leading Financial Services outfit. For more details please APPLY NOW. Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

Lending Manager – Commercial Lending

United Kingdom

c. £45,000

Our client is one of the leading financial services institutions in England and they are currently aiming to increase their commercial lending operations in new regions around the country. They are therefore looking to appoint Commercial Lending Managers in the North West, Midlands, South West and South East to help them achieve this strategic move. These Lending Managers will be broadly responsible for originating, assessing, structuring and converting complex Commercial Lending proposals, including undertaking credit and KYC analysis. You will relationship manage a portfolio of large/complex Commercial Lending customers, including undertaking annual reviews and covenant monitoring. You will ensure the presence of an excellent service proposition whilst ensuring that borrowing is aligned to the business’ risk appetite. Some of the key responsibilities will include: Origination and conversion of new lending targets as allocated (and aligned to corporate plan) Undertaking personal development to maintain/strengthen competence around credit, valuation & KYC analysis. Maintaining and developing industry and competitor knowledge, including attending industry and networking events. Assess complex new Commercial Lending proposals (across all product areas) including detailed assessment of financial performance, borrower background, property analysis, tenant analysis and serviceability. Meet with prospective customers face to face (or via telephone interview) and undertake sufficient due diligence and information gathering in order to an informed assessment of the lending request. Build strong relationships with new and prospective clients to ensure that lending proposals are converted into business won, in line with individual and team lending targets. Negotiation of key terms and conditions with prospective customers. Preparation of detailed and comprehensive lending papers for submission to underwriting team, including taking ownership of the accuracy of all data relating to the proposal. Collecting all KYC/CDD documentation, and undertaking accurate KYC customer risk assessments. Ensuring all cases submitted to KYC validation team have been thorough assessed and meet requirements set out in the KYC/CDD SOP. Ensuring delivery of fair customer outcomes and products are relevant to customer needs. Full compliance with all relevant regulatory & legislative requirements including those relating to financial crime, AML & KYC, anti-bribery & corruption, data protection. Keeping knowledge up to date on regulatory changes. This role represents an opportunity to be a part of an expanding area of the business in an organisation known for its attractive culture and distinct progression possibilities. Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

Regional Sales Lead – Commercial Lending

United Kingdom

c. £70,000 per annum

Nationwide Vavancies: Our client is one of the leading financial services institutions in England and they are currently aiming to increase their commercial lending operations in new regions around the country. They are therefore looking to appoint Regional Sales Leads in the North West, Midlands, South West and South East to help them achieve this strategic move. The Regional Sales Leads will be responsible for leading all activities and people within the region, ensuring all activities meet commercial, risk and regulatory requirements and an appropriate culture. They will drive Commercial Lending Business generation within the region and more broadly within the function. Some of the broader key responsibilities will be: Recruit, coach & inspire a team to ensuring high levels of engagement, motivation and alignment to the business’ culture. Lead origination and conversion of Commercial Lending transactions in line with corporate plan targets. Accountable for the trading performance of Commercial Lending regional hub. To drive Commercial Lending business generation within a geographical area, acting as an ambassador and senior figurehead for the business within the region. Drive Commercial Lending business generation. This role will sit within the senior leadership team for Commercial Lending and represents a great opportunity for the right candidate to build a team and business unit from scratch. This business is renowned for having a superb culture and strong progression possibilities. As well as a competitive base salary the package will also include a car, bonus and industry leading benefits. To discuss the role in greater detail please contact Darragh Lee on 0161 883 2754 or send through your CV to dlee@merje.com Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

Head of Contact Centre

London

£70,000 - £90,000 DOE

I am delighted to once again be working with one of the most niche and bespoke Travel Companies within my client list. My client is now going through a period of evolution that has seen them now ready to take the right steps towards future proofing, evaluating and improving it’s business model and customer offering. As a result, they have asked me to support their search for an industry experienced Head of Contact Centre. Providing a tailored made service to arrange both B2C and B2B travel and Leisure packages my client has a large FTE that covers the global marketplace and is one of the most innovative brands within their sector. Key responsibilities include: As the Head of Contact Centre you will take full ownership of 7 direct reports covering an FTE of c100. Dealing exclusively in reactive warm sales you will be the driving force behind all the exciting elements that essentially make up an uplift in revenues. Through Operational Leadership and evaluation, your remit will include but not be limited to: • Full Metric Management • Quality Assurance & Training • P&L Management • System Management • Staff Engagement • Process Improvement • Sales targets and planning To be successfully you must be able to demonstrate a background of similar achievement within either a Travel, Leisure or Hospitality sector and be able to articulate improvements in all the above areas. It is also essential that your previous successes have been gained inside a sales capacity. You will also be comfortable with large FTEs…..100+ would be the ideal. This is a snapshot of a unique, rewarding and exciting role. For full details please apply using your CV. Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

Resource Planner

London

£30,000 - £35,000 (Mon-Fri 11am-8pm)

I am delighted to be able to bring this brand new and exclusive opportunity to the market on behalf of one of our new clients. My client is a national Healthcare Logistics and Transport Service supporting operating for a small North London based HQ. Due to the incredible growth in market share my client is expanding its operation and as a result is now looking to make a pivotal hire in an experienced Resource Planner to orchestrate daily rostas across, contact staff, fleet management, third party logistics and sub contractors. The person that takes this role we really been taken on a position of paramount importance to the smooth running of the business. Key responsibilities include: To be successful you must be able to demonstrate previous experience in a similar role and capacity. You will need a good understand of local and wider UK geography. You will need to articulate your experience in flexible planning both real time and advanced data. This is a Planning role with a real twist – You will be applying your skills to a business in which minutes matter and your planning can have a knock on affect to so many factors! You are the hub of the unit. This opportunity as rewarding and unique as it is, need a full discuss. So please apply if you have relevant experience for more of a chat. Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

Collections Specialist

London

£50000

My client is looking for a Collections Manager with experienced Debt Recovery background who will be required to work within a fast paced, customer focused environment, providing great customer service while maintaining the team’s excellent track record. Responsibilities • Handling inbound and initiating outbound telephone calls, letters and emails with the greatest level of care, accuracy and customer service skills • Building relationships with portfolio clients through regular contact to validate, understand and resolve breaches of agreements • Negotiating, implementing and monitoring feasible repayment solutions that take into account the client’s circumstances while balancing the best interests of the business • Working with a wide range of teams within the company to understand, strategies and report on the best course of action • Working closely with the Head of Collections to review and develop recovery strategies • Instructing, liaising and monitoring third parties such as debt collection agencies and solicitors to ensure the best outcome is achieved • Ensuring compliance with all appropriate legislation regulatory body guidelines • Adhering to the company policies and procedures Experience, skills & knowledge • Proven debt recovery experience, ideally in the commercial/business sector • Understanding, forbearance and professionalism • Strong communication skills, accuracy and confidence • The ability to deal with a variety of challenges, innovate and think on your feet • Business judgement, entrepreneurial spirit with real enthusiasm for helping SMEs. Experience within the finance industry is advantageous.

Contact Centre Sales Manager

London

£50,000

Are you craving the opportunity to develop your career at a cutting edge company? One that values employee development and workplace satisfaction? Are you an experienced Sales Manager with the ability to find new and innovative ways to empower, motivate and drive your teams….? I am working on an amazing and unique role at an award-winning Tech Start Up for a Contact Centre Sales Manager. My client has enjoyed phenomenal grow and has set itself up to push the boundaries of customer interaction, employee engagement and market share. As a direct result of this continued success they are now looking for a Sales Manager to uplift all inbound reactive conversion In this exciting role, you will be working across global markets to understand the customer and working in partnership with the Head of Sales to drive growth and strategically design continuous improvement and most importantly lead, grow and manage the Sales team! Responsibilities • You’ll play a pivotal role in structuring your team to ensure new market success as they continue on their ambitious global plans. • Manage a team of 9 Sales Executives and be responsible for creating and executing the hiring plan to meet our ambitious growth plans • Consistently monitor key coverage KPIs to successfully staff and run a 24/7 sales operation • Find innovative ways to inspire the sales team and drive performance • Monitor key KPIs at both an individual and team level to ensure the sales team is delivering a best-in-class customer experience • Maximise the impact of the team by leveraging technology and identifying process efficiencies • Define and consistently evolve how we sell to our customers across multiple sales channels and markets • Ensure sales strategy is rolled out across the team and provide feedback and suggestions on how we can improve performance Skills & Experience • 3+ years proven experience leading and developing a sales team • Direct Report Management • B2C or B2B exposure…Inbound • Inspiring, Engaging attitude • CRM Management • Manipulate and use data for shift planning • Lots of freedom to be creative and input your own ideas into the future of the company • Fast-paced, exciting environment with loads of opportunities to progress your career, learn new skills and experiment with new ideas. This is unique and fantastic role comes with some of the most exclusive and desired perks and benefits you could imagine. My client also offers one of the coolest work environments in London.

Outsource Manager

Manchester

£45,000

My client is looking for an Outsource Manager to be responsible for ensuring all external activity is conducted and managed within industry regulations. The role of Outsource Manager offers a unique opportunity to work with both internal departments and a wide range of external companies within the Debt Purchase, Debt Management and Insolvency industry. Responsibilities • Working closely with the External Debt Manager to define which companies to visit within key time frames as well as define and review criteria and metrics for reporting • Work closely with External Debt Purchasers with the aim of maximising recovery. • Develop and maintain strong relationships within the Debt Management and Insolvency industry. • Work with External Debt Team Manager and External Debt Manager to evaluate current working practices, ensuring they are fit for purpose. • Undertake reviews across Debt Purchase industry with emphasis on customer journey and the adherence of industry regulations • Responsible for reviewing all Financial Service processes with clear concise feedback on areas of concern as well as develop and implementing reporting metrics around call listening with robust calibration session • An up to date understanding of system workings and focus on regulatory risks surrounding the sale of customer accounts. • Work with Head of External Debt and Fraud and External Debt Manager to develop the potential for added value services with Debt Purchasers such as Rehabilitation and Cleansing processes Experience & Knowledge • Previous experience within a similar role within Consumer Credit or relevant Financial Services • Demonstrable experience of managing external suppliers or working in supplier facing or audit related role. • Knowledge of Account Recovery and processes and strategy involved with the recovery area.

Business Development Manager

Cheshire East

£35,000

My client is looking for a Business Development Manager to lead the business development activity to acquire new customers within one of their major divisions. Initially reporting to the UK Regional Director, however working closely alongside the Field Sales and Commercial Teams. Responsibilities • Generate and manage pipeline creating new volume opportunities. • Network, cold call and work with regional sales teams to identify prospective customers. • Prepare proposals, working with Marketing to ensure we have first class customer collateral to support business development activities. • Work with the Commercial Team to structure commercial pricing for new customers. • Manage the Sales Consultant to ensure the existing customer base is well serviced and regularly reviewed. • Work closely with Credit to ensure that risk is managed appropriately, and the company’s position is secured and protected for potential exposure. • Drive the innovation and strategy of the UK product based on customer feedback, market dynamics and commercial opportunity. Skills & Experience • Ability to negotiate with senior stakeholders in prospective companies. • Strong presentation skills and able to effectively pitch for business • High level of commercial acumen • Self-starter – ability to operate in the field and source own opportunities • Track record of sales/business development targets being achieved through self-generated activity

Collections Manager

Wiltshire

£60,000

My client is looking for a Collection Manager who can contribute strategically and ensure the operational delivery of the collections strategy. Responsibilities • Delivering against objectives and KPIs. • Working across strategic debt prevention at all stages of the customer lifecycle. • Working with all customer facing teams to ensure all opportunities for cash collection and debt prevention are optimised. • Managing the development of the Collections team to achieve a culture of high performance and continuous improvement. • Working collaboratively to support Customer Service KPIs • Managing, engaging with and developing a department of c.30 people focussed on:  Cash collection across multiple service channels  Assisting financially vulnerable customers in rehabilitating their energy accounts  Developing future talent for the business Knowledge, Skills & Experience • Understanding of the commercial benefit of effective debt recovery. • Strong influencer, able to gain support for and deliver against our plans. • Demonstrable experience of engaging teams and developing their direct reports to deliver incredible results. • Data driven decisions to develop and deliver effective solutions. • Proven experience of driving results through the use of cutting edge collection and customer technologies. • Be prepared to learn, challenge convention and try new approaches to how to deliver positive outcomes both for customers. • Extensive experience in B2C collections, preferably within the utilities industry - or have a strong track record in a related industry.

Business Development Manager

Surrey

£45,000

My client is looking for a forward-thinking individual who is passionate about ecommerce. You will be responsible for the delivery and success of online loan application lead purchase programme. You will be managing the loan application partners and developing new ones; while using tools to optimise both the lead purchase budgets and the conversion funnel for the best result. Responsibilities • Management of our partner relationships • Management of lead purchase bidding and daily budget control • Management of lead purchase optimisation • Management of Google Analytics and Google Optimize • Building the lead provider network to meet targets • Delivery of successful lead purchases to time, quality and budget Skills and experience • Results driven • Confident in managing large monthly campaign budgets • A proven track record of delivering successful lead purchase programmes • Good negotiating and reporting skills • Able to build positive relationships with our partners • Good commercial awareness

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