Contact Centre Manager - DCB Legal

DCB Legal Ltd is a specialist in the provision of legal services relating to Civil and Commercial litigation, debt recovery, property, and High Court Enforcement disputes. We are not a full legal service provider, instead, we focus on providing a contemporary low touch, bespoke legal service in our specialist field of debt recovery and litigation.

Key Responsibilities

• Manage day-to-day contact centre activities across telephone, webchat and email.
• Manage any partner performance related to DCB Legal activity including offshore.
• Ensure performance targets are consistently achieved, including service levels and call handling.
• Analyse performance data to identify trends and implement continuous improvement plans.
• Produce collections and productivity reporting for review at weekly management meetings.
• Liaise with the Dialler Manager to ensure our inbound and outbound contact strategies are managed effectively and compliantly.
• Ensure consistent coaching and feedback is provided to all team members.
• Work with the learning and development teams to adapt training based on requirements.
• Work with the head of Contact centre Technology to identify and implement solutions to improve service and cost.

The successful Applicant will have

• A minimum of 3 years experience in a contact centre including at least 2 years in management, with a proven track record in coaching, performance management and people development.
• Experience in debt recovery, collections and complaints is essential.
• Build strong relationships with colleagues in all departments.
• Strong analytical and problem-solving skills, with the ability to use data to inform decisions.
• Experience in legal case management.
• A positive with a ‘team player’ attitude.
• The ability to work autonomously.
• The confidence making decisions in line with the client expectations and best interests.
• The ability to work in a methodical and organised manner.
• The ability to cope in a busy and fast paced working environment.
• A high attention to detail.

Benefits you will receive

• Salary £50,000 per annum with a potential bonus of £500 per month (OTE £56,000.00)
• Monday – Friday schedule (36.5 hours per week)
• Early finish Fridays
• Dress Down Fridays
• 30 days holiday (including Bank Holidays)
• Employee Assistance Programme
• Newly refurbished offices
• Free Mersey Gateway bridge pass
• Free parking
• Free tea and coffee facilities
• Free monthly lunch
• Employer contributed pension (applicable after qualifying period)
• Full training provided
• Career development and progression opportunities
• Rapidly expanding multi-functional operation