Customer Contact Jobs

Dialler Manager

Manchester

£35,000 - £40,000

Job Description: My client is looking for a Dialler Manager who will be responsible for the end to end process of creating, maintaining and maximizing the dialler within telephony operations. This includes the running of campaigns, agent availability, blending in and outbound and maintaining appropriate cover to maximize the ability of the dialler. Responsibilities Manage the day to day running of the dialler Optimize the new technology Help remove the dependency on the current telephony platform Ensure forecasts, schedules and real time support for the Contact Centre’s in Customer Intake to appropriately manage the dialler across all business hours Build and change campaigns Create bespoke agent productivity reporting via daily dashboards Produce and analyse dialler management information (daily/weekly/monthly) and ensure the MI is accurate and timely Produce ad-hoc reporting as and when required Proactively identify performance challenges and propose remedial action Work with the dialler supplier to ensure complete optimisation of dialler functionality as well as best use of data provided Ensure that all processes and procedural documentation is kept in good working order to ensure that faults are reported and system down time is kept to a minimum Ensure campaigns are compliant and meet all regulatory requirements, including but not limited to OFCOM, DPA Own the MI and reporting to advise how the dialler is working and real time changes required Support in providing real time, weekly, and monthly reporting for the business to understand resource planning effectiveness Skills & Experience Previous Dialler Campaign Management experience essential Proven experience of capacity/resource planning Statistical, problem solving and analytic skills Accuracy and attention to detail Strong organisational and time management skills Ability to communicate in a professional and effective manner at all levels in the business An analytical and strategic thinker Excellent team player with strong influencing skills Ability to work under pressure Excellent understanding of Microsoft, inclusive of Word, PowerPoint, Outlook Strong Excel skills Good understanding of OFCOM, FCA and other Regulatory Bodies Experience of SAS, SQL - desirable

Senior Specialist, Digital Collections

Leeds

£43,000 – £55,000

Job Description: My client is looking for a Senior Digital Collections Manager to lead role in fulfilling Arrears Managements digital ambitions, focusing on the key principles of simplification, standardisation and a Digital First approach. Responsibilities Lead requirements gathering consulting with Product Managers, Commercial and Credit & Collections stakeholders. Able to plan, prioritise and assess value within the product backlog to ensure development focuses on work with maximum value and ensure it is aligned with the product strategy. Use your excellent communication skills and ability to influence and challenge stakeholders to ensure the right requirements and customer experience aspirations can be elicited, managed and prioritised to enable the successful delivery the programme. Manage traceability of the delivered business value to ensure the business impact is understood. Take ownership of measurement & reporting across Arrears Management, using data-driven insights to deliver enhancements to the online customer experience. Answer questions from developers and clarify requirements in sprints. Support the Change Management Process, review change requests, assess business risk and impact on current & future Digital roadmap requirements. Skills & Experience A proven track record of implementing and delivering products and user focused solutions in an agile environment. Demonstrable experience of launching new online journeys & experiences. Strong knowledge of agile principles, process and ways of working. Strong interpersonal communication skills & drive, with the ability to persuade and inspire. Solid presentation skills, with the ability to establish & maintain excellent relationships. Computer applications and software proficiency. Knowledge of FCA and legal requirements related to consumer finance.

Business Development Manager

London

£40,000 + Bonus and benefits

Job Description: My client is looking for a Business Development Manager to support the objectives through the achievement of individual targets for products and services that they focus on. To provide referrals for the short term and long term savings products, whilst building and maintaining relationships with key influencers, business organisations and key individuals, in order to maximise sales opportunities. Proactively promote them to the community within the assigned post code area. Manage the office, and adhere to all regulatory requirements. Responsibilities Achieve the individual agreed sales targets for the finance products. Demonstrate a passion for the delivery of sales and service that exceeds the expectations of the customer Produce and work to a Sales Action Plan signed off by the Line Manager which supports the strategic objectives. Take proactive corrective measures when required to ensure that personal performance is in line with departmental and individual targets. Ensure that all parts of the HPP sales process which are influenced by the role are delivered within agreed Service Levels (SLA’s) To liaise with Marketing to ensure that promotional expenditure is supporting sales through the BDM team To build effective relationships with all areas of the business and in particular the other Sales teams, Branches, Contact Centre, Marketing, Credit Risk and Operations Departments. Maintain a comprehensive knowledge of the assets and liability products and a working knowledge of competitor products Develop and manage profitable long term relationships with local key business influencers and community organisations within the target demographic. Co-ordinate and deliver presentations, seminars, briefings to individuals and groups in the target market Work closely and communicate effectively with other sales channels including coaching of individuals to source leads for the secured finance products. Comply with the policies, FCA regulations, the UK legal framework and Sharia principles Comply with the T&C and Compliance regime Ensure all contacts and sales opportunities are correctly entered into the sales management system – Salesforce and updated on a regular basis Comply with the risk procedures and criteria to ensure this area is managed according to company objectives Package the secured finance products in line with the requirements set by the Bank. Experience, skills & Knowledge Language skills such as Urdu, Punjabi or Bengali CeMAP qualified A general understanding of Islamic Finance and Banking Experience of successfully selling financial services products in the UK Knowledge with the UK mortgage industry and mortgage selling regulations Understanding with modern retail banking and knowledge of the regulatory framework Proven track record of delivering compliant sales against target through self-generation of leads and referrals A demonstrable set of sales skills and a self-awareness of how to sell Strong business awareness and experience of working with community organisations and key influencers in a business development role A good understanding of Islamic values and culture Excellent networking and customer relationship management skills Team player with excellent communication and interpersonal skills Must be passionate about service quality Key qualities of Self-motivation, persistence and follow up Organised and able to adhere to deadlines Analytical, innovative and enquiring approach and the ability to work autonomously and take initiative where required. Excellent oral and written communication, facilitation skills and ability to present confidently and to work effectively with staff and management at all levels and to engage and manage stakeholders, developing effective relationships at all levels effectively. Assertiveness and the knowledge, strength and ability to discuss, explain and support a decision, or other role specific matters of a technical nature, to a range of audiences of varying seniority. Good knowledge of Microsoft Office packages IT literate with the ability to effectively use all Bank proprietary systems relevant to role.

Collections & Recoveries Customer Facing Analyst

London

£28,000

Job Description: Due to a significant growth of the business, my client is looking for an experienced Collections Customer Facing Analyst. Responsibilities The goal is to optimise the performance of debt portfolios by supporting the design, production and implementation of collection strategies. You will form part of the Customer Liaison Team and be responsible for improving how the company contacts our customers from a collections perspective. You will also be involved in general customer liaison. Maintain comprehensive documentation of Collections strategies, procedures and processes Develop a deep analytical understanding of our customers, our data and all available options. Analyse data to identify and understand weaknesses and opportunities as well as improve contact and collection strategies. Identify the best solution to address weaknesses and opportunities. Analyse new data sets, identify potential benefits, and compare with existing data even if the format or structure is dramatically different. Run regular processes that ensure we have accurate and reliable data for all our customers. Produce MI reporting to monitor BAU processes and measure the success of new initiatives. Knowledge and Skills Educated to degree level and being comfortable with numbers Competence in Microsoft Office including Excel knowledge is required Strong communicator with positive influencing and interpersonal skills Effective written and verbal communication skills Logical and analytical approach to problem solving Ability to synthesise complex ideas and analytical results and then present these in a clear and concise manner to internal stakeholders Effective prioritisation and organisational skills, ability to manage competing priorities

Scheduling Manager

Bournemouth

£37,000 pa

My client is looking for a Scheduling Manager to be responsible for building a high performing scheduling team, creating processes and structure that can scale with the rapid growth and managing team performance against measurable KPIs. They are looking for someone who can motivate, inspire, and prepare the scheduling coordinators for long-term success. Core function will be to own the delivery of the weekly and monthly scheduling cycle to optimise resources across multiple businesses to deliver required service level targets, and develop and maintain strong stakeholder relationships with Contact Support and businesses. In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning. Responsibilities: Complete ownership of WFM tool including configuration maintenance, managing licences, and controlling user access. Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments and optimise wastage/Influx. Leads weekly staffing review meetings detailing previous and current week’s performance and forecasted performance of remainder of current week and next 2-3 weeks, while also identifying risks. Liaise with the Forecast Analyst to ensure that all forecasted factors have been considered before the creation of staffing schedules. Create long and medium term staffing schedules that are legally compliant; that adequately meet the challenges of matching forecasted factors with agreed service levels; that adequately meet the work/life balance requirements of our staff; and are available for staff a minimum of one month in advance. Produce and analyse the variances between the forecasted demand and the resource availability to establish the accuracy by which the demand is being forecasted and the resource being allocated, and make or recommend changes, where appropriate, to meet the demand. Manage and process holiday requests in a fair and reasonable manner on behalf of staff. Maintain all records of holiday allowances. Schedule appropriate items such as meetings, training, 1-2-1’s and other development time that meet the needs of our staff and our clients. Responsible for the on boarding of new recruits into scheduling system. Liaise with Human Resources to ensure staffing schedules are available within an adequate time-frame for new recruits and other support departments, incl. Payroll to ensure accurate recording of paid and unpaid time of all staff. Manage, Review and Process requests for shift changes, liaising appropriately with Operations and HR. Identifying own development needs in relation to current role, future plans and own personal development objectives in line with personal, departmental and company development plan. Skills & Experience: Experience in Contact Centre support role required. Knowledge of complexity of scheduling & intraday management in a multi skill, multi-channel, environment. Management Skills – delegation, communication, motivation and managing a cross site team Demonstrated experience and success in WFM or Operations oriented projects in Contact Centres. Analytical and strong communication skills are essential to be successful in this role Advanced skills using Microsoft Excel in a business environment Performance Management experience to drive effective real-time service level delivery Good relationship skills to collaborate with key operational stakeholders.

Scheduling Manager

Manchester

£37,000 pa

My client is looking for a Scheduling Manager to be responsible for building a high performing scheduling team, creating processes and structure that can scale with the rapid growth and managing team performance against measurable KPIs. They are looking for someone who can motivate, inspire, and prepare the scheduling coordinators for long-term success. Core function will be to own the delivery of the weekly and monthly scheduling cycle to optimise resources across multiple businesses to deliver required service level targets, and develop and maintain strong stakeholder relationships with Contact Support and businesses. In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning. Responsibilities: Complete ownership of WFM tool including configuration maintenance, managing licences, and controlling user access. Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments and optimise wastage/Influx. Leads weekly staffing review meetings detailing previous and current week’s performance and forecasted performance of remainder of current week and next 2-3 weeks, while also identifying risks. Liaise with the Forecast Analyst to ensure that all forecasted factors have been considered before the creation of staffing schedules. Create long and medium term staffing schedules that are legally compliant; that adequately meet the challenges of matching forecasted factors with agreed service levels; that adequately meet the work/life balance requirements of our staff; and are available for staff a minimum of one month in advance. Produce and analyse the variances between the forecasted demand and the resource availability to establish the accuracy by which the demand is being forecasted and the resource being allocated, and make or recommend changes, where appropriate, to meet the demand. Manage and process holiday requests in a fair and reasonable manner on behalf of staff. Maintain all records of holiday allowances. Schedule appropriate items such as meetings, training, 1-2-1’s and other development time that meet the needs of our staff and our clients. Responsible for the on boarding of new recruits into scheduling system. Liaise with Human Resources to ensure staffing schedules are available within an adequate time-frame for new recruits and other support departments, incl. Payroll to ensure accurate recording of paid and unpaid time of all staff. Manage, Review and Process requests for shift changes, liaising appropriately with Operations and HR. Identifying own development needs in relation to current role, future plans and own personal development objectives in line with personal, departmental and company development plan. Skills & Experience: Experience in Contact Centre support role required. Knowledge of complexity of scheduling & intraday management in a multi skill, multi-channel, environment. Management Skills – delegation, communication, motivation and managing a cross site team Demonstrated experience and success in WFM or Operations oriented projects in Contact Centres. Analytical and strong communication skills are essential to be successful in this role Advanced skills using Microsoft Excel in a business environment Performance Management experience to drive effective real-time service level delivery Good relationship skills to collaborate with key operational stakeholders.

Interim - Resource Planning Manager (Manchester & Buckinghamshire)

Buckinghamshire

£55,000

Job Description: My client is looking for a Resource Planning Analyst to be responsible for planning & forecasting frontline resource requirements and facilitating delivery of the resource plan for Operations. Responsibilities: Developing resource planning model considering business priorities, team structure and recruitment targets Creating and maintaining annual resource plan Providing resource forecasts for each level Working closely to ensure effective annual leave planning Planning and leading recruitment using capacity planning to effectively monitor and manage back filling from attrition Working with colleagues to understand impact of seasonal events and take proactive actions Creating insight-led analytics and providing recommendations to improve operational performance Qualifications, Skills and Experience: Extensive experience in Resource Planning and ability to demonstrate successful outcomes in resource planning Thorough understanding of forecasting, budget planning, scheduling and real-time methodologies and best practice Experience of working with a variety of planning tools and forecast models Proven practical analytical and statistical skills and an ability to apply these in an operational environment Minimum 3-4 years as resource planner Min 2.1 Bachelor’s Degree and/or professional qualification Good knowledge of the MS Office suite Willingness to travel and work away from home

Resource Planning Manager

Manchester

£55,000

Job Description: My client is looking for a Resource Planning Analyst to be responsible for planning & forecasting frontline resource requirements and facilitating delivery of the resource plan for Operations. Responsibilities: Developing resource planning model considering business priorities, team structure and recruitment targets Creating and maintaining annual resource plan Providing resource forecasts for each level Working closely to ensure effective annual leave planning Planning and leading recruitment using capacity planning to effectively monitor and manage back filling from attrition Working with colleagues to understand impact of seasonal events and take proactive actions Creating insight-led analytics and providing recommendations to improve operational performance Qualifications, Skills and Experience: Extensive experience in Resource Planning and ability to demonstrate successful outcomes in resource planning Thorough understanding of forecasting, budget planning, scheduling and real-time methodologies and best practice Experience of working with a variety of planning tools and forecast models Proven practical analytical and statistical skills and an ability to apply these in an operational environment Minimum 3-4 years as resource planner Min 2.1 Bachelor’s Degree and/or professional qualification Good knowledge of the MS Office suite Willingness to travel and work away from home

Corporate Tax Manager

London

£55,000 - £65,000

Job Description: An exciting opportunity has arisen at a Top 20 firm of accountants and business advisers for a Corporate Tax Manager to join their growing Tax & Legal department. You will work alongside Partners across the firm, to provide bespoke tax advice to clients. The role is client facing and focuses on advisory work with some compliance. Key responsibilities include: Advising on the operation of Corporation Tax reliefs Performing high level reviews of Corporation Tax computations to identify planning opportunities Advising on international tax principles, such as transfer pricing, the operation of tax treaties, and the mechanics of double tax relief. Structuring corporate transactions such as s.110 reconstructions, statutory demergers and company share repurchases. Advising on EIS and SEIS. Carrying out Taxation Due Diligence for the purpose of acquisition or disposal of companies. Advising on tax matters associated with partnerships and LLP, including the tax implications of those with both corporate and individual members, on their incorporation. Advising on the structure of employment packages Providing advice on stamp duty and SDLT Advising on individual capital gains tax issues Planning for the mitigation of Inheritance Tax, including considering the tax effect of lifetime transfers and the use of trusts. Dealing with enquiries into all aspects of direct taxation The ideal candidate should be client focused with a solid knowledge base and experience of aspects of income tax self-assessment, PAYE and Corporation Tax compliance procedures that will allow them to supervise members of the team who deal with the areas. They should also have an understanding of accountancy principles and be ACA/ACCA and CTA qualified preferably with post qualification experience. 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

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

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.

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