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Head of Collections

  • Location

    Bristol

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £70,000 - £80,000 pa

  • Email:

    dlee@merje.com

  • Job ref:

    DL/15916

  • Published:

    2 months ago

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.