Head of Collections / Contact Centre

Lowell Group
19 Mar 2017
18 Apr 2017
Contract Type
Full Time
Job Title: Head of Collections / Contact Centre
Location: Leeds
Salary: Up to £80,000 dependent on experience + 3% flexible benefits + on target bonus of 20% + benefits

Lowell Group is a leading credit management company operating within the UK and Europe with over 3000 employees. We are recognised within the financial services industry as an innovator of using data and technology to engage with our customers to help deliver market leading results and work with our customers to improve their financial well-being. Our personal approach is why we’ve been awarded an Exceptional 3 star rating by Investor in Customers for the last two years and why we’re one of the UK’s leading debt management companies.

Due to internal promotion we’re now looking for a Head of Collections to join our growing team. The role will be the senior leader of our award winning contact centre in Leeds and be responsible for circa 500 team members. They will be instrumental in maintaining a customer centric culture that supports and empowers team members to deliver on customer and commercial key performance indicators. As a senior team member you will help shape and deliver the company change agenda and work to optimise collections and service channels across call, email, SMS and digital. Working hand in hand with other business functions the role will ensure that policies and processes are adhered to and that significant controls are in place to manage the day to day operation and to protect the customer journey.

You’ll need to evidence the following experience, qualifications and skills in order to be considered:

• Extensive call centre management experience in a professional environment essential
• Experience gained within a Collections Contact Centre essential
• A good understanding of consumer credit and regulatory compliance essential
• Experience of managing a 300+ FTE contact centre essential, 500+ FTE desirable
• Experience of managing multi-channel collections desirable
• Experience of Speech Analytics desirable

• Educated to A Level standard or equivalent/qualified by Experience
• Relevant Industry Qualification desirable

• A visible and credible leader with personal warmth, integrity and commitment
• Action orientated and able to influence
• Strong interpersonal communication skills
• Exceptional analytical skills with an inquisitive nature
• Team player who can bring together teams of people to share a common goal
• Equally comfortable in the detail as working at a strategic level
• A subject matter expert
• Strong presentation skills comfortable with public speaking
• High level of personal drive and ambition

Main responsibilities of the role:

• To deliver fair customer outcomes across all contact channels
• To manage the day to day operational performance of the Collections, RPC and Speech Analytics teams to achieve customer and commercial key performance indicators
• To develop and lead the performance of the management team, developing a strong team ethic which ensures consistency and fairness and promotes accountability.
• To work with HR, Recruitment and Operational Training to employ and retain quality team members that contribute to our culture.
• To work closely with 1st Line Assurance Team and 2nd Line Compliance Team to ensure all policies and processes are adhered to, controls are in place and that they are supporting of Fair Customer Outcomes
• To work closely with Business Optimisation and Resourcing Teams to ensure that strategies are effectively deployed and service levels maintained across call and email channels.
• To implement effective recognition & incentive schemes to motivate and reward team members
• To analyse reporting and metrics to enable an accurate view of operational performance at all times; incorporating agreed key performance indicators, portfolio performance and customer SLAs.
• To proactively work with the Director of Contact Centres to identify and implement operational efficiencies.
• To proactively work with the Customer Experience directorate to understand customer trends and feedback and deploy changes that improve the customer journey and feedback
• To proactively work with IT to identify improvements to existing functionality and seek out new opportunities that improve the customer journey and commercial efficiency
• To represent collections and build strong relationships through client audits and visits

The Benefits:
• Competitive salary with annual bonus
• Contributory pension
• 3% flexible benefits - including cycle to work, critical illness, dental insurance, childcare vouchers, travel insurance, dining club, retail discounts and the option to buy up to one week’s worth of holiday subject to start date
• Life assurance
• Private Medical Insurance
• Free shuttle bus from Leeds City Centre
• Subsidised on-site restaurant
• Free on-site gym