Head of Customer Solutions in Kilmarnock

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary:

We have a fantastic opportunity for an analytical and dynamic leader to join us as our Head of Customer Solutions, within our Core Operations function. At PRA we recognise our leaders set the tone and must always champion our values. As a senior leader, you will be expected to consistently act as a role model, be able to effectively collaborate with key stakeholders and ensure you bring your team on the journey with you.

The role will report to the Head of UK Core Operations and be directly accountable for maintaining a strong people and performance culture across multiple teams within Customer Solutions. The role will also sit on the UK Senior Leadership Team. The role will also be the designated delegate for the Head of UK Core Operations, so must be able to cover for them across all areas of the wider department.

This is not a typical ‘Head of’ role. We are looking for someone who will be able to maintain a firm grasp of the finer details and take a “sleeves-up” approach across all elements of the day-to-day delivery of the department. But also, someone who will challenge and identify innovative ways to disrupt the “BAU” to maximise our net returns and who is able to successfully present complex data and information to senior leaders.

You will be responsible for all outcomes in our frontline collections and litigation teams, across voice and digital channels. Day to Day activity will require energy and agility to ensure successful data analysis, team leadership and a test-learn-test approach to effectively deliver excellent results across both customer and commercial outcomes.

Honest and transparent coaching and development skills and the ability to optimise the talents of your team, positively impact your peer group and build strong relationships across the business will be a necessity for this role. You should also be able to bring new ideas from your previous experiences to challenge existing processes and deliver exceptional results.

Key Responsibilities:

• Deliver continuous improvement through consistent challenge and enhancement of processes
• Ensure there is a clear focus and commitment to delivering good customer outcomes
• Build and maintain strong relationships with peers and other stakeholders
• Stay close to the detail; know your people and know your numbers
• Facilitate and participate in defining strategies for recruitment, training, development and retention
• Ensure ownership and responsibility for identifying and solving problems to completion
• (Over) deliver on agreed performance KPIs including productivity, quality and collections
• Motivate, lead and value your team to enable them to succeed
• Role model our Values
• Ensure your business area has clear objectives and the appropriate support to achieve them
• Ability to organise and facilitate motivational/informative performance review meetings
• Ensure honesty and transparency with team on areas that are going well but also on areas of improvement
• Operate with enthusiasm, energy and urgency to deliver expectations

Required knowledge/experience:

• Minimum of 3 years as a Senior Manager in an FCA regulated Contact Centre (Sales or Collections)
• Experience in leading voice and non-voice teams to deliver excellent results
• Practical operational experience of the relevant contact centre technology
• Ability to plan, do, measure and review in quick cycles, to deliver noticeable benefit to the business
• Track record of being an inspirational role model willing to lead by example and deliver outstanding results through others
• Excellent communication and interpersonal skills
• Strong analytical skills
• Ability to identify improvement opportunities that have previously been overlooked
• Balanced approach between commercial success, quality of service and compliance
• Ability to demonstrate the innovative use of incentives to drive positive performance
• Advanced PC Skills, to include Excel, Word, PowerPoint, Outlook

PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.