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.