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- Tasks: Lead a dynamic team to tackle customer challenges and deliver solutions daily.
- Company: Join N Brown, a forward-thinking digital retailer with over 160 years of experience.
- Benefits: Enjoy 24 days holiday, annual bonuses, mental health support, and discounts across brands.
- Why this job: Be part of an inclusive culture that values diversity and champions customer satisfaction.
- Qualifications: Strong leadership skills in a regulated environment; problem-solving and multitasking abilities required.
- Other info: Located in Manchester's vibrant Northern Quarter, surrounded by trendy cafes and bars.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for a Customer Recovery Team Manager to join our Financial Services team. As a Customer Recovery Team Manager, you will be an integral part of the financial service family. Working closely with our customers and your colleagues, you will deliver a solution-focused approach to what can be challenging and complex situations. The ideal candidate will be bright, confident, and able to think on their feet with a truly customer-focused approach.
What will you do as a Customer Recovery Team Manager at N Brown?
- Manage the day-to-day operational output for a multi-functional Financial service team (10 FTE)
- Weekly, monthly performance and business updates
- Delivery against company KPI and KRIs
- Knowledge of risk frameworks and regulations
- Record keeping and MI maintenance
- Outcome tracking, ensuring quality assurance for both internal and external teams
- Conduct performance reviews
- Be competent in dealing with a number of diverse processes and procedures
- Able to deliver change from afar
- Mentor and develop team members both on and offshore
- Deliver correctional and directional feedback
- Call out key opportunities for improvement and manage CI delivery
- People and HR delivery
- Ensure N Brown processes and procedures are adhered to and updated as and when required
- Working knowledge of customer service, collections, complaints handling best practice
- A real team player
What skills and experience will you have as Customer Recovery Team Manager?
- Ability to lead in a regulated environment
- Working knowledge of regulations and governance structures across multiple areas
- Ability to operate and interact using multiple contact channels (Telephony, Written, Digital)
- Driven with the ability to remain focused
- Problem solver
- Solution focused
- Ability to review and analyse information at a fast pace
- Ability to remain controlled in a challenging environment
- Ability to review and deploy corrective and directional feedback
- Ability to multi-task and prioritise individual and team responsibilities
- Ability to lead independently with little supervision or support
- Ability to make and maintain external relationships with key stakeholders outside of normal area of responsibility
- Open, honest, approachable, remaining buoyant in the face of adversity
- Ability to deploy and monitor change
- Competent user of PC applications including Microsoft Office, internet, and email
- Ability to learn and embrace new systems
What's in it for you?
- 24 days holiday (+ 8 bank holidays) with the option to buy an additional 10 days
- Annual bonus scheme
- Enhanced maternity and adoption leave
- Company pension with up to 8% N Brown contribution
- Mental health support both internally and externally, including access to our wellbeing champions and counselling services
- A range of financial wellbeing support
- Colleague discount across all N Brown brands
- Onsite café with subsidised rates and local restaurant discounts
- Life Assurance and Private Medical Insurance
- Paid volunteer time - all our colleagues can take a full day paid to volunteer for a charity of their choice
N Brown - who we are and why work for us?
At N Brown, we are committed to building a diverse workforce and creating an inclusive environment that values equality for all. Our vision is that by championing inclusion, we will become the most loved and trusted fashion retailer. Diversity, Equity, Inclusion and Belonging are, therefore, at the heart of our culture. We are a forward-thinking digital retailer with a financial services proposition to be proud of. We are customer-obsessed, serving them through three core brands: JD Williams, Simply Be, and Jacamo. We are experienced, with over 160 years of trading under our belt. We are inclusive, as we believe in fashion without boundaries; and we are sustainable, striving to make as little impact on the planet as possible.
In May 2024, we were delighted to be named one of The Sunday Times Best Places to Work 2024. We work hard to create a happy and inclusive culture for everyone and we are so proud to have made this list - as voted for by our very own colleagues!
Ways of Working
Our Head Office is located in the Northern Quarter in Manchester City Centre. So if you are travelling by train, tram or bus, we are perfectly located, plus we are surrounded by cool cafes, trendy bars and the best places to eat!
Our promise to you:
We are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
What happens when you apply to a role at N Brown?
As soon as we receive your application, we will send you an email to let you know. We always aim to come back to you as soon as possible with an update and we really appreciate you taking the time to apply for a role with us. Good luck.
Customer Recovery Team Manager in Manchester employer: N Brown Group
Contact Detail:
N Brown Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Recovery Team Manager in Manchester
✨Tip Number 1
Familiarise yourself with the financial services industry, particularly in customer recovery. Understanding the nuances of collections and complaints handling will give you an edge during interviews.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in regulated environments. Be ready to discuss specific challenges you've faced and how you overcame them.
✨Tip Number 3
Research N Brown's values and culture, especially their commitment to diversity and inclusion. Be prepared to discuss how your personal values align with theirs and how you can contribute to their inclusive environment.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information about the company and help you tailor your approach.
We think you need these skills to ace Customer Recovery Team Manager in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, team management, and problem-solving. Use specific examples that demonstrate your ability to lead in a regulated environment and manage diverse processes.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your approach to handling complex situations. Mention how your skills align with the responsibilities of the Customer Recovery Team Manager role and why you want to work at N Brown.
Highlight Relevant Skills: Emphasise your knowledge of risk frameworks, performance tracking, and quality assurance. Showcase your ability to mentor and develop team members, as well as your experience in delivering corrective feedback.
Showcase Your Problem-Solving Abilities: Provide examples of how you've successfully navigated challenging environments or resolved customer issues in the past. This will demonstrate your solution-focused approach and ability to remain composed under pressure.
How to prepare for a job interview at N Brown Group
✨Showcase Your Leadership Skills
As a Customer Recovery Team Manager, you'll need to demonstrate your ability to lead a team effectively. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to mentoring and developing team members.
✨Understand the Regulatory Environment
Familiarise yourself with the relevant regulations and governance structures that impact financial services. Be ready to discuss how you have navigated these frameworks in previous roles and how you can ensure compliance within the team.
✨Demonstrate Problem-Solving Abilities
The role requires a solution-focused mindset. Think of specific instances where you've tackled complex problems or improved processes. Be prepared to share these experiences and the outcomes achieved.
✨Emphasise Customer-Centric Approach
Since the position is heavily customer-focused, be ready to discuss how you've handled challenging customer situations in the past. Highlight your ability to remain calm under pressure and your commitment to delivering excellent service.
