Job Description:

Contact Centre Manager - Service and Arrears

Red Recruitment is looking to recruit a Contact Centre Manager - Service and Arrears for our client. You will play a pivotal role within their Contact Centre. Leading a team of 40 customer and arrears advisors, managing the full customer journey from onboarding all the way through to litigation.

You will report directly into the C-Suite team with the chance to join a successful business where you will look to drive growth and transformation.

The salary is up to £60,000 per annum.

Benefits and Package for a Contact Centre Manager - Service and Arrears

• Salary: Up to £60,000
• Hours: Full-time
• Contract Type: Permanent
• Location: Melton Mowbray
• Generous Holiday Allowance
• Health care Plan
• Free Parking
• Company Pension
• Yearly pay rises offered

Key Responsibilities of a Contact Centre Manager - Service and Arrears

• Lead, coach, and develop Team Leaders and Advisors across service and arrears functions
• Drive engagement, retention, and continuous development
• Ensure excellent customer experience across all contact channels (phone, email, chat)
• Handle escalations and complex customer issues
• Oversee arrears strategies to maximise collections while treating customers fairly ensuring we are compliant with regulations and policies
• Manage daily contact centre operations to meet SLAs and service levels
• Provide regular reporting to senior leadership
• Collaborate with internal teams (Risk, Compliance, Product, IT)

Key Skills and Experience of a Contact Centre Manager - Service and Arrears

• 
  
  Essential
  
  
  • Proven experience managing a contact centre or operations team
  • Passion for Contact Centre People Management
  • Experience in customer experience and continuous improvement
  • Strong background in customer service and arrears/collections
  • Leadership experience with the ability to motivate and develop teams
  • Strong analytical and problem-solving skills
  • Knowledge of regulatory frameworks and compliance requirements
  • Excellent communication and stakeholder management skills
  
  
  Desirable
  
  
  • Experience in financial services
  • Familiarity with dialler systems, CRM platforms, and workforce management tools

If you are interested in this position and have the relevant experience as a Contact Centre Manager - Service and Arrears, please apply now!

Red Recruitment (Agency)