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For Companies At a Glance
- Tasks: Oversee and optimise customer communication systems for effective call handling and service delivery.
- Company: Join Flint Bishop, a leading firm in the legal services sector.
- Benefits: Competitive salary, bonus potential, 25 days holiday, and staff discounts.
- Why this job: Make a real impact in a supportive team while developing your career.
- Qualifications: 2+ years in B2B campaign management with strong analytical and communication skills.
- Other info: Enjoy social events and a positive work environment focused on collaboration.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Join to apply for the Dialler Manager role at Flint Bishop.
The Dialler Manager plays a pivotal role within the Debt Services Department within Flint Bishop. You will be responsible for overseeing and optimising processes related to our customer communications systems.
Department: Debt Recovery
Location: Derby, UK
The Dialler Manager plays a pivotal role within the Debt Services Department within Flint Bishop. You will be responsible for overseeing and optimising processes related to our customer communications systems. This includes monitoring and reporting against the systems, staff, and workflows to ensure efficient and effective call handling, service delivery, and problem resolution. To work closely with the management team to deliver against the operational plan for the Debt Services Department. The Dialler Manager will report into an Operational Lead and is based onsite at our Derby head offices Monday to Friday.
Key Responsibilities
- Configure, monitor, and maintain the outbound dialler system (Genius and BT Cloudwork) to ensure effective customer engagement and successful campaign delivery in line with recovery objectives.
- Create, manage, and optimise dialling and SMS campaigns based on the daily plan, which outlines which accounts require outbound contact each day. This includes prioritising campaigns for calling and texting in line with recovery objectives and available resources.
- Analyse dialler performance, agent productivity, contact rates, and service levels and make adjustments in real-time to achieve service level and planned outputs.
- Monitor real-time performance trends and provide insights and performance/adherence reports for management, including issues, opportunities and actionable recommendations.
- Monitor agent performance levels and conduct real-time interventions and manage team-leader escalations as appropriate.
- Ensure the correct jobs are run within the department CRM (Liberate) following outbound call attempts and text sends to keep customer account records accurate and up to date.
- Collaborate with the Operations Manager and Team Leaders to coordinate the volume and timing of outbound text campaigns, ensuring alignment with agent availability and daily plan strategies.
- Provide real-time performance stats and forecasted dialler performance to Team Leaders to support informed decision-making and proactive team management throughout the day.
- Responsible for workforce scheduling – including day-to-day rota scheduling, annual leave forecasting and centralised approval to ensure appropriate cover across all dialler campaigns.
- Maintain dialler service levels and manage workload effectively.
- Assist other departments such as Quality Assurance, Finance, and Compliance by completing ad hoc tasks or providing relevant data and insights to support their operational needs.
Skills, Knowledge And Expertise
- Minimum of 2 years of experience in managing campaigns in a B2B environment.
- Proven track record of optimising dialler systems for increased efficiency and revenue growth.
- Strong project management and campaign planning skills.
- Excellent communication and collaboration skills.
- Analytical mindset with a focus on data-driven decision-making.
- Exceptional attention to detail.
- Effective time management in a fast-paced, deadline-oriented environment.
- Ability to organise, prioritise, adapt to change, and excel in a fast-paced team environment.
Disclosure will be required in the event that a position is offered.
Financial checks will be required in the event that a position is offered.
Benefits
What we offer?
- Competitive salary
- Bonus potential
- Career development opportunities
- 25 days holiday plus bank holidays
- Options to buy & sell 1 week’s holiday
- 1 week’s holiday carry over
- Extra day off for your birthday
- Staff card discount scheme for local shops
- Social days and evenings on the firm
- Staff discounts on legal services
Positive Work Environment:
- Be part of a supportive team that values collaboration and teamwork.
Seniority level
- Not Applicable
Employment type
- Full-time
Job function
- Other
Industries
- Legal Services
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Dialler Manager employer: Flint Bishop
Contact Detail:
Flint Bishop Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Dialler Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that Dialler Manager role.
✨Tip Number 2
Prepare for interviews by researching Flint Bishop and understanding their debt recovery processes. We recommend practising common interview questions and tailoring your answers to highlight your experience with dialler systems and campaign management.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've optimised dialler systems in the past. We want to see your data-driven decision-making in action, so bring examples of how you’ve improved performance metrics.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Dialler Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Dialler Manager role. Highlight your experience with dialler systems and any relevant B2B campaign management. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role and how your past experiences can help us optimise our customer communications systems. Keep it engaging and to the point.
Show Off Your Analytical Skills: Since the role involves analysing dialler performance and making data-driven decisions, be sure to mention any relevant analytical tools or methods you've used in previous roles. We love numbers and insights!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the Dialler Manager position. We can't wait to hear from you!
How to prepare for a job interview at Flint Bishop
✨Know Your Dialler Systems
Make sure you brush up on your knowledge of dialler systems like Genius and BT Cloudwork. Be ready to discuss how you've optimised these systems in the past, as well as any specific campaigns you've managed. This shows you're not just familiar with the tools but can also leverage them for effective customer engagement.
✨Showcase Your Analytical Skills
Prepare to talk about how you've used data to drive decisions in previous roles. Bring examples of how you've analysed dialler performance or agent productivity, and be ready to suggest actionable recommendations based on your findings. This will demonstrate your analytical mindset and focus on data-driven decision-making.
✨Collaboration is Key
Since the role involves working closely with management and team leaders, think of examples where you've successfully collaborated with others. Highlight your communication skills and how you've coordinated efforts to achieve common goals, especially in a fast-paced environment.
✨Be Ready for Real-Time Problem Solving
Expect questions about how you handle real-time performance trends and agent escalations. Prepare scenarios where you've had to intervene quickly to resolve issues or improve service levels. This will show that you can think on your feet and manage challenges effectively.
