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- Tasks: Lead and optimise outbound contact campaigns for our Servicing and Collections teams.
- Company: Join Together, a trusted mortgage provider with over 50 years of experience helping customers achieve their property goals.
- Benefits: Enjoy 26 days holiday, a birthday day off, health plans, and gym access.
- Why this job: Be part of a dynamic team that values diversity and champions high standards in customer service.
- Qualifications: Experience in collections strategies, data analysis, and regulatory guidelines is essential.
- Other info: We celebrate diversity and support all applicants throughout the recruitment process.
The predicted salary is between 36000 - 60000 £ per year.
We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans. We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 750 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.
As a Contact Strategy Manager, you will be responsible for the effective execution of all outbound contact campaigns (text / SMS, outbound dialler) generated within the Servicing and Collections & Recoveries teams. You will work closely with the Workforce Planning Manager to ensure that campaigns are completed in line with requirements, whilst optimising operational resources. You will also work with Credit Risk and the Operational teams to monitor campaign performance and provide insight into the strategy effectiveness as well as proposing and delivering enhancements.
As a Contact Strategy Manager, we are looking for someone to:
- Deliver and optimise operational contact strategies
- Manage intra-day and intra-month strategy execution
- Manage outbound contact pacing and timing to ensure Operational SLAs and Contact Strategy requirements are met; balancing outbound activity with inbound call spikes, working with capacity management colleagues to deliver optimal service levels and right party contacts
- Collaborate with ops teams and credit risk to improve the effectiveness of outbound strategies, maximise contactable populations and devise alternative contact strategies for non-responding segments of the loan book
- Identify, create & oversee tactical campaigns to deliver against short-term strategic goals to optimise loan book performance and minimise potential portfolio risk (e.g. ECL charges, ineligibility triggers)
- Maintain the reputation of the firm and deliver appropriate customer and business outcomes by championing high standards of conduct and delivery
- Ensure adherence to Credit Risk management controls, frameworks & parameters (arrears management standards), legal and regulatory rules and relevant conduct policies and procedures
- Combine the knowledge, experience and expertise from the regulated and unregulated businesses to support efficient operating model which delivers market leading, and compliant, outcomes for customers, colleagues and all stakeholders
Qualifications
Essential
- A detailed understanding and experience of industry standard collections strategies and outbound delivery mechanisms
- An ability to adapt approach quickly (i.e. intra-day) in the face of operational realities (e.g. inbound call spikes, short term resource challenges) to deliver a consistent strategy
- An ability to work with large data sets and cross reference multiple sources to gain strategic insights
- Analytical skills to assess to-date performance and predict future performance on current trajectory
- Strong knowledge of regulatory guidelines in relation to outbound contact such as OFCOM, CONC and MCOB
- Experience of operating in a regulated environment and in delivering operational processes and strategies with due governance and oversight
- Strong & relevant financial services industry knowledge within Collections and Recoveries
If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.
Additional Information
Benefits of working at Together
- 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
- Free access to company holiday homes
- Buy & sell holidays
- Discretionary annual bonus plus an additional Shared Reward Bonus
- Matched pension contribution
- Health cash plan plus Private medical insurance
- Life assurance and Critical illness cover
- Travel season ticket loans and Ride to work scheme
- Free local gym access
- Local bar / restaurant discounts
Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills. If you feel you’d benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process. Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.
Contact Strategy Manager employer: Together - loans, mortgages & finance
Contact Detail:
Together - loans, mortgages & finance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Strategy Manager
✨Tip Number 1
Familiarise yourself with the latest trends in outbound contact strategies, especially within the financial services sector. Understanding how to optimise campaigns and manage resources effectively will give you a competitive edge.
✨Tip Number 2
Network with professionals in the collections and recoveries field. Engaging with industry peers can provide insights into best practices and may even lead to referrals that could help you land the job.
✨Tip Number 3
Stay updated on regulatory guidelines related to outbound contact, such as OFCOM and CONC. Demonstrating your knowledge of these regulations during interviews will show your commitment to compliance and operational excellence.
✨Tip Number 4
Prepare to discuss specific examples of how you've successfully managed contact strategies in previous roles. Highlighting your analytical skills and ability to adapt to changing circumstances will resonate well with hiring managers.
We think you need these skills to ace Contact Strategy Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in contact strategy management, particularly in collections and recoveries. Use specific examples that demonstrate your ability to manage outbound campaigns and optimise operational resources.
Craft a Compelling Cover Letter: In your cover letter, express your understanding of the role and the company’s mission. Discuss how your skills align with their needs, especially your analytical abilities and experience with regulatory guidelines in outbound contact.
Showcase Your Analytical Skills: Provide examples in your application that showcase your ability to work with large data sets and derive strategic insights. Mention any tools or methodologies you’ve used to assess performance and predict future outcomes.
Highlight Adaptability: Demonstrate your ability to adapt strategies quickly in response to operational realities. Include instances where you successfully managed changes in contact pacing or timing due to unexpected challenges.
How to prepare for a job interview at Together - loans, mortgages & finance
✨Understand the Outbound Contact Landscape
Familiarise yourself with industry-standard collections strategies and outbound delivery mechanisms. Be prepared to discuss how you would adapt these strategies in real-time, especially during busy periods with inbound call spikes.
✨Showcase Your Analytical Skills
Be ready to demonstrate your ability to work with large data sets and extract strategic insights. Prepare examples of how you've assessed performance metrics in the past and how you predict future outcomes based on current data.
✨Know the Regulatory Guidelines
Brush up on relevant regulatory guidelines such as OFCOM, CONC, and MCOB. During the interview, highlight your experience operating within a regulated environment and how you ensure compliance in your strategies.
✨Collaborate and Communicate Effectively
Emphasise your experience working collaboratively with operational teams and credit risk departments. Prepare to discuss specific instances where your collaboration led to improved contact strategies or enhanced campaign performance.
