Senior Customer Services & Collections Manager



Recruiter: CCA Recruitment Group
Location: Merseyside/Cheshire
Salary/Rate: circa £60,000
Job Reference: CCH0034IK

Senior Customer Services & Collections Manager


circa £60,000

CCA Recruitment are working with leading business within the financial services payment sector who seek to bring on board an experienced Customer Services and Collections Manager.
Our client is in a period of growth and requires an experienced Customer Services and Collections Manager who puts customer experience at the centre of how they operate.
The role will be an operational hand on position managing circa 40FTE and will also hold responsibility for managing 3rd part relationships. The chosen candidate will need to be able to demonstrate experience reporting to a senior board remotely in London.

Main Duties of senior Customer Services and Collections Manager

• Manage performance to deliver the highest standards of Customer Service
• Improve customer satisfaction
• Successfully manage change (product and process improvement)
• Own and develop the call quality monitoring process
• Performance management
• Continually review the drivers of Customer dissatisfaction. Identify and deliver process, product and communication improvement recommendations to reduce customer dissatisfaction
• Provide training
• Lead and strengthen advisor knowledge
• Deputise for the Operations Director
• 2/4 days a week in London managing key stakeholders

Essential Skills and qualifications required

• Customer Service/Contact Centre management
• Multichannel experience (voice, 2-way secure messaging, chat, email, self service)
• Financial Services Contact Centre experience
• Collections
• TCF/Conduct Risk knowledge in regards to operational policies and procedures
• Knowledge of resource planning and work-flow management tools
• Supplier performance and 3rd party relationship management
• Managing and influencing
• Ability to make sound decisions
• Setting and achieving budget

This is a great opportunity for an experience Call Centre Operations manager to develop and drive a customer service contact centre in the financial services sector.

For more information, please contact Ian Kennelly on 0161 457 0179

Posted on 26/10/2016

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