Head of Contact Centre Operations - Leeds

Head of Contact Centre Operations – Leeds

Head of Operations at Overdales Legal

Location: Leeds, Thorpe Park, Hybrid working. Flexible working will be considered for this role.

We\’re Overdales Legal . Regulated by the SRA, we\’re one of the largest providers of specialist debt Litigation services in the UK and we\’re a proud member of Lowell Group.

Together, we make credit work better for all! Our mission is to help customers on the path to becoming debt free; with a real focus on helping our customers pay off their debts in practical and affordable ways. We do this honestly, ethically and by treating our customers with dignity and respect.

We are looking for an experienced and dynamic Head of Operations to join our team and drive excellence in service delivery. In this key leadership role, you will be responsible for overseeing our voice and admin teams, ensuring operational efficiency, and fostering a high-performance culture. Your leadership will be instrumental in enhancing customer satisfaction, optimising processes and ensuring we meet our business and strategic goals.

If you\’re passionate about creating an engaged and motivated team whilst delivering outstanding operational results, we\’d love to hear from you.

You will also have:

• Demonstrable experience of leading large teams and operating in a matrix structure.

• Contact Centre Management experience of 200+FTE in a professional environment.

• Managing multi-channel, multi-service teams would be an advantage.

• As would a good understanding of consumer credit and regulatory compliance, and the SRA.

• An in depth understanding of the end-to-end service delivery process and working within regulatory guidelines.

• A proven track record of implementing change programmes to ensure the business remains at the leading edge of service propositions.

Our focus on sustainability, hybrid working, leadership development and career progression makes working at Lowell a rewarding experience. So, whatever your culture, gender identity, religion, ethnicity, age, neurodiversity, or disability status, if you\’re ready to help us make credit work better for all, we think you\’ll fit right in.

Our people are our strength, so we build strong teams thriving with diverse voices, and offer benefits that can keep our people strong.

That means …

• A competitive salary.

• A discretionary annual bonus for a job well done.

• 3% flexible benefits ; pick additional benefits or take as cash each month. Whether this is extra holiday or dental cover there will be something for you.

• We are committed to a hybrid working environment, where we will ask you to work in our Leeds office, which will be based in Thorpe Park. Our new purpose-built office to support collaborative working and those meaningful moments you\’ll only get from being in the office.

• Free parking when you are in the office and when working from home, you\’ll be fully equipped with everything you\’ll need to be successful.

• 28 days holiday plus public holidays with the option to purchase up to an additional 5 days.

• Life assurance and Private Medical Insurance

• A fantastic culture

• Wellbeing support and a programme of webinars and classes geared towards mindfulness.

Ready to share in that mission?

Together, we go further – and it starts with you. So, if you\’re interested in adding your voice to our fantastic team of people, take the first step and apply today …