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Contact Centre Collections Manager

  • Location

    Surrey

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £70,000

  • Consultant:

    #

  • Email:

    ncopitch@merje.com

  • Job ref:

    NC/15643

  • Published:

    21 days ago

My client is looking for a Contact Centre Manager to manage the collections centre and performance.
 
Responsibilities
 
• Plan, develop and monitor central and local Customer Service Executives
• Define customer service quality strategy and define concerning targets and actions to improve collections performance 
• Work with our Debt Collection Partners 
• Communicate targets to team and monitor team against targets based on Executive status - allocated and unallocated
• Have team meetings with central team to ensure best practice sharing
• Develop customer service trainings regarding customer approach, technology systems, usage and train local teams
• Set up internal reporting tool to grant each customer service executive access and check own performance
• Clearly define and maintain PCI DSS legal and office standards 
 
Skills & Experience
 
• University degree, with 5 - 8 years of related experience in Customer Service and people management
• An experienced manager in B2B industries
• Strong analytical and data management skills
• Call centre and customer approach experience
• Strong business acumen and drive