Customer Service Team Manager in Kilmarnock

Team Manager in Kilmarnock

£31,000 Full Time Permanent

Hybrid Working: 3 days office / 2 days from home (Mon-Fri shifts range from 8 am to 6 pm)

I’m currently recruiting for a Team Manager to join a leading, globally recognised financial services organisation, based in Kilmarnock at the impressive Halo Enterprise & Innovation Centre. The company is publicly listed on Nasdaq and is a market leader in acquiring and managing non-performing loans. It plays a key role in helping customers resolve debt in a fair and responsible way, while delivering strong, sustainable returns for investors.

Over the past decade, the organisation has significantly expanded its UK presence, created hundreds of jobs and demonstrated a long-term commitment to growth, innovation and the local community across Kilmarnock and London. This is an exciting opportunity to join a successful, forward-thinking business operating from the award-winning HALO building — a net-zero, low-carbon regeneration development transforming the heart of Kilmarnock. It’s a fantastic environment that supports collaboration, wellbeing and high performance.

If you’re an experienced leader looking to take the next step in your management career within a thriving and supportive organisation, I’d love to hear from you.

Main Duties and Responsibilities:

• Monitor & manage a larger scale team of up to 16x FTE
• Managing workloads and resource to ensure that SLAs are maintained and that good customer outcomes are achieved
• Drive an ethos of continuous improvement with the team to ensure that call quality and efficiency targets are achieved
• Create and maintain a coaching culture where agent feedback is key and that all team members are accountable for their own and organisational objectives
• Communicating key changes to direct reports and peers through excellent verbal and written communication skills
• Overseeing team cross skilling across different workloads
• Building and maintaining team spirit through effective engagement
• Ensuring team and departmental compliance with Customer Services policies and procedures
• Liaising with vendors and clients during external audits and visits
• Communicating and liaising with external agencies
• Relationship Management
• Respond to all managerial direction and requests in a positive manner
• Work proactively with Training and Call Quality to ensure best practice adhered to
• Be accessible and approachable to all internal and external customers
• Adapt communication style to suit audience
• Be able to build effective relationships and influence key managers/stakeholders across the business

Experience/Qualifications:

• Minimum of one-year managerial experience preferred
• Experience of managing the daily running of a team within a fast-paced environment
• The ability to review the performance of employees, identifying training needs, making recommendations for improvement, and providing appropriate coaching/training daily
• Strong communication and leadership skills
• Ability to listen and lead team through effective engagement which will help drive performance
• The ability to manage internal/external relationships effectively, and influence key managers/stakeholders across the organisation

Please apply by sending your CV. If you require more information, please email David Colquhoun at dcolquhoun@hrcrecruitment.co.uk

HRC Recruitment is an equal opportunities employer and all applications will be treated as such.