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- Tasks: Lead and optimise outbound contact campaigns to enhance customer engagement.
- Company: Join Together, a leading mortgage provider with over 50 years of experience.
- Benefits: Enjoy 26 days holiday, health plans, and a bonus scheme.
- Other info: Diverse and inclusive workplace committed to your growth and success.
- Why this job: Make a real impact in a dynamic role that shapes customer strategies.
- Qualifications: Experience in collections strategies and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
Company Description
We're Together. For over 50 years, we've helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans. We take the time to understand our customers and our door is always open, so we can often help when other lenders can't or won't. Based in Cheadle, Cheshire, our 750 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.
Job Description
As a Contact Strategy Manager, you will be responsible for the effective execution of all outbound contact campaigns (text / SMS, outbound dialler) generated within the Servicing and Collections & Recoveries teams. You will work closely with the Workforce Planning Manager to ensure that campaigns are completed in line with requirements, whilst optimising operational resources. You will also work with Credit Risk and the Operational teams to monitor campaign performance and provide insight into the strategy effectiveness as well as proposing and delivering enhancements.
As a Contact Strategy Manager, we are looking for someone to:
- Deliver and optimise operational contact strategies
- Manage intra-day and intra-month strategy execution
- Manage outbound contact pacing and timing to ensure Operational SLAs and Contact Strategy requirements are met; balancing outbound activity with inbound call spikes, working with capacity management colleagues to deliver optimal service levels and right party contacts
- Collaborate with ops teams and credit risk to improve the effectiveness of outbound strategies, maximise contactable populations and devise alternative contact strategies for non-responding segments of the loan book
- Identify, create & oversee tactical campaigns to deliver against short-term strategic goals to optimise loan book performance and minimise potential portfolio risk (e.g. ECL charges, ineligibility triggers). Maintain the reputation of the firm and deliver appropriate customer and business outcomes by championing high standards of conduct and delivery
- Ensure adherence to Credit Risk management controls, frameworks & parameters (arrears management standards), legal and regulatory rules and relevant conduct policies and procedures
- Combine the knowledge, experience and expertise from the regulated and unregulated businesses to support efficient operating model which delivers market leading, and compliant, outcomes for customers, colleagues and all stakeholders.
Qualifications
Essential
A detailed understanding and experience of industry standard collections strategies and outbound delivery mechanisms
An ability to adapt approach quickly (i.e. intra-day) in the face of operational realities (e.g. inbound call spikes, short term resource challenges) to deliver a consistent strategy
An ability to work with large data sets and cross reference multiple sources to gain strategic insights
Analytical skills to assess to-date performance and predict future performance on current trajectory
Strong knowledge of regulatory guidelines in relation to outbound contact such as OFCOM, CONC and MCOB
Experience of operating in a regulated environment and in delivering operational processes and strategies with due governance and oversight. Strong & relevant financial services industry knowledge within Collections and Recoveries.
If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.
Additional Information
Benefits of working at Together:
26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
Free access to company holiday homes
Buy & sell holidays
Discretionary annual bonus plus an additional Shared Reward Bonus
Matched pension contribution
Health cash plan plus Private medical insurance
Life assurance and Critical illness cover
Travel season ticket loans and Ride to work scheme
Free local gym access
Local bar / restaurant discounts
Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Customer Service
Contact Strategy Manager in Cheadle Hulme employer: Together - Loans, Mortgages & Finance
Contact Detail:
Together - Loans, Mortgages & Finance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Strategy Manager in Cheadle Hulme
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Contact Strategy Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its contact strategies. Familiarise yourself with their approach to outbound campaigns and think of ways you could enhance their current strategies. Show them you’re not just another candidate, but someone who’s genuinely interested in making an impact!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role's requirements. Highlight your analytical skills and your ability to adapt strategies based on operational realities. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at Together. Let’s get you that interview!
We think you need these skills to ace Contact Strategy Manager in Cheadle Hulme
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Contact Strategy Manager role. Highlight your experience with outbound contact strategies and any relevant industry knowledge. We want to see how you can bring your unique skills to our team!
Showcase Your Analytical Skills: Since this role involves working with large data sets, don’t forget to mention your analytical abilities. Share examples of how you've used data to drive strategy or improve performance in previous roles. We love a numbers whiz!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to describe your experiences and achievements. We appreciate clarity and want to understand your journey without any fluff!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Together!
How to prepare for a job interview at Together - Loans, Mortgages & Finance
✨Know Your Contact Strategies
Make sure you brush up on industry-standard collections strategies and outbound delivery mechanisms. Be ready to discuss how you've successfully managed contact campaigns in the past, especially in a regulated environment.
✨Show Your Analytical Skills
Prepare to demonstrate your ability to work with large data sets and extract strategic insights. Think of examples where you've assessed performance metrics and predicted future outcomes based on data analysis.
✨Adaptability is Key
Be ready to talk about times when you've had to adapt your strategy quickly due to operational realities, like inbound call spikes. Highlight your experience in balancing outbound activities while maintaining service levels.
✨Understand Regulatory Guidelines
Familiarise yourself with relevant regulatory guidelines such as OFCOM, CONC, and MCOB. Be prepared to discuss how you've ensured compliance in your previous roles and how you would apply that knowledge in this position.