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Collections Manager

Liverpool, Lancashire, United Kingdom, £ £ 40000.00-50000.00 Annual Annual, Permanent


About Our Client

Established in 1997, Ardent Credit Services Ltd is a leading and award-winning debt recovery services provider based in Knowsley, Liverpool, L33. They are proud to work for some of the best-known brands and companies in the UK and even prouder of their friendly working environment and employee long service. In 2019, Ardent was awarded \"Gold\" for the Knowsley Public Health and Chamber of Commerce standard of \"Working Well\" which recognises employers who go the extra mile with staff benefits, welfare and infrastructure.

About the vacancy

As the Collections Manager, you will be a key member of their delivery team. You will need an \"attention to detail and extra mile\" attitude and possess the drive, ambition and focus to \"get it right, first time.\"

You will need to be experienced in leading a busy FCA regulated collections/debt recovery contact centre operation and back office function, with a strong understanding of implementing and delivering against the targeting operating model (TOM), with the ability to lead, manage, coach and develop a team of Team Leaders and Agents to achieve key performance indicators (KPI\'s) whilst maintaining a high level of call quality and staff engagement.

You must be focused on continuous improvement and work to improve processes to enhance the overall customer experience and drive internal efficiencies, working closely with the Business Performance & Strategy Manager to drive collections and revenue and deploy effective contact strategies, securing high performance and delivery of service for their clients.

Working closely with the Head of People & Learning, you will focus on enhancing quality and performance of the Team Leaders and Agents, supporting recruitment, development and succession planning (Career Path), skills gap analysis across the operational departments whilst effectively dealing with HR performance related cases.

Excellent communication, people and performance management skills, as well as strong leadership, and of course, trust and integrity are paramount.

What we\'ll expect from you:

* Proven ability to proactively drive continuous improvement in people and processes to improve the Customer Experience

* Proven experience of delivering effective outcomes in a multi-client, service-related environment

* Success in leading, coaching and developing others, taking a hands-on approach

* Someone who \"gets things done\", with the ability to manage time and prioritise tasks

* A thorough understanding of FCA regulations

* The ability to use MI data to develop Agents insight and trend analysis to drive performance, identify skill gaps, motivating and drive enhanced capability

* Proactive and self-motivated with excellent communication and influencing skills

* Excellent communication skills

* Ability to identify issues, find solutions and provide clear guidance and support

Highly Desirable

* 5 yeas minimum management experience of working with a Collections/Debt Recovery Operation

* Experience of working within FCA regulated business

For more information on this role please direct all questions to Daniel Brockhurst at Exec Search Solutions, who is the Managing Consultant for this role.

Applicants applying direct to Ardent and all agency enquiries will be directed back to Exec Search Solutions

Job Details

Not Specified
Liverpool, Lancashire, United Kingdom
£ £ 40000.00-50000.00 Annual Annual