Contact Centre Manager, Redditch

Job Title: Contact Centre Team Manager

Company Overview:

Leaders in the debt recovery enforcement sector, the Bristow and Sutor Group of companies have been operating for over 40 years, supporting hundreds of local authorities and Transport for London. We have a strong UK team, employing 500 people all over the UK. We are committed to building a culture where everyone has the opportunity to do meaningful work and be both recognised and rewarded for their effort.

Key Responsibilities:

1. Manage a team of collectors and oversee their performance, resolving issues as they arise.
2. Lead, motivate, and manage collectors to achieve set targets, objectives, and timetables through documented 1-2-1’s, coaching, sampling, and feedback.
3. Set, communicate, and monitor revenue targets daily, weekly, and monthly for individual collectors and the team.
4. Performance manage collectors who do not meet performance or revenue delivery through the contact centre performance management process.
5. Monitor the contact centre dashboard to ensure delivery of business objectives through SLA’s and KPI’s, ensuring calls are answered professionally and exceed customer expectations.
6. Collaborate with dialler/campaign managers to ensure call demands are being met.
7. Analyze data to understand and address key issues and trends such as call abandonment and call waiting, taking a robust approach with under-performers.
8. Maintain collectors’ attendance to ensure SLA’s are not compromised, liaising with the HR department as per company procedures.
9. Provide recommendations for continuous improvement of operational processes and report these at regular meetings.
10. Support the implementation of processes agreed with the Social Responsibility and Customer Welfare Manager to meet business requirements.
11. Assist with planning the long-term recruitment requirements of the Customer Services Department workforce.
12. Monitor the internal service desk, liaising with IT and Ring Central to report and resolve faults/malfunctions/issues as necessary.
13. Maintain up-to-date knowledge of all relevant Group Policies, Client Guidelines, Statutes, and Regulations to assist staff on complex issues and ensure compliance.
14. Liaise with other departments to ensure issues related to IT, HR, Payroll, and Enforcement Agents are communicated and resolved.
15. Work collectively with other managers to ensure the smooth running of the contact centre in the absence of the contact centre manager.
16. Assist with change projects within the department.
17. Perform any other duties within the scope of the job purpose.

Person Specification:

Skills and Experience Required:

1. Proven experience of leading large teams in a contact centre/operations environment.
2. Evidenced experience and proven track record of coaching and developing a coaching environment.
3. Results-driven with experience of delivering performance and process improvements.
4. Ability to set, meet, and exceed targets.
5. Excellent management and communication skills to influence and motivate a team to achieve their best even in challenging circumstances.
6. Autonomous and self-starting – Positive and action-oriented with the ability to manage change.
7. Analytical skills to interpret data and trends.
8. Proven leadership ability and peer-to-peer support.
9. Strong and effective team player with an inclusive and collaborative approach.
10. Strong communication skills – written and verbal.
11. Strong interpersonal and influencing skills.
12. Significant experience in a fast-paced inbound call centre; debt collection experience is desirable but not essential.
13. Ability to be available on occasion on Saturdays and Sundays for cover purposes.

Compensation and Benefits:

1. Basic Salary of up to £36,800 per annum.
2. Full-time permanent role.
3. Company pension scheme.
4. Company life assurance plan.
5. Daily refreshments on offer.
6. On-site car parking.
7. 28 days annual leave including bank holidays.

The successful applicant will be required to undertake a DBS and CCJ check before an offer of employment is made.

Bristow and Sutor Group is an equal opportunities employer. It promotes a culture where diversity is valued, respected, and built upon, attracting and retaining a workforce based on merit and ability, reflective of the communities it serves.

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