At a Glance
- Tasks: Lead and optimise outbound contact campaigns for our Servicing and Collections teams.
- Company: Join Together, a trusted mortgage provider with over 50 years of experience helping customers across the UK.
- Benefits: Enjoy 26 days holiday, a birthday day off, health plans, and local discounts.
- Other info: We celebrate diversity and support all applicants throughout the recruitment process.
- Why this job: Be part of a dynamic team that values diversity and champions high standards in customer service.
- Qualifications: Experience in collections strategies, data analysis, and regulatory guidelines is essential.
The predicted salary is between 36000 - 60000 £ 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
#J-18808-Ljbffr
Contact Strategy Manager in Cheadle employer: Together - Loans, Mortgages & Finance
At Together, we pride ourselves on fostering a collaborative and dynamic work environment in Cheadle, where our Mortgage Case Managers are empowered to take ownership of their pipelines and drive process improvements. We offer competitive benefits, ongoing professional development opportunities, and a culture that values innovation and exceptional client service, making us an excellent employer for those seeking a rewarding career in finance.
Contact Details:
Together - Loans, Mortgages & Finance Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Contact Strategy Manager in Cheadle
✨Tip Number 1
Familiarise yourself with the latest industry standards in collections strategies and outbound delivery mechanisms. This knowledge will not only help you understand the role better but also demonstrate your commitment to staying updated in a rapidly evolving field.
✨Tip Number 2
Network with professionals in the financial services sector, particularly those involved in collections and recoveries. Engaging with others in the industry can provide valuable insights and may even lead to referrals or recommendations for the position.
✨Tip Number 3
Prepare to discuss how you would handle real-time operational challenges, such as inbound call spikes. Think of specific examples from your past experience where you successfully adapted strategies on the fly to meet business needs.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you have used data to drive strategic decisions in previous roles. Highlight any experience you have with large data sets and how you've derived insights that improved performance.
We think you need these skills to ace Contact Strategy Manager in Cheadle
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in contact strategy management, particularly in collections and recoveries. Use specific examples that demonstrate your ability to manage outbound campaigns and optimise operational resources.
Craft a Compelling Cover Letter:In your cover letter, express your understanding of the role and how your skills align with the company's needs. Mention your analytical skills and experience with regulatory guidelines, as these are crucial for the Contact Strategy Manager position.
Showcase Your Analytical Skills:Provide examples in your application that showcase your ability to work with large data sets and derive strategic insights. Highlight any past experiences where you successfully improved campaign performance through data analysis.
Demonstrate Adaptability:Emphasise your ability to adapt strategies quickly in response to operational realities. Include instances where you managed to balance outbound activities with inbound call spikes effectively.
How to prepare for a job interview at Together - Loans, Mortgages & Finance
✨Understand the Role Thoroughly
Before your interview, make sure you have a solid grasp of what a Contact Strategy Manager does. Familiarise yourself with outbound contact campaigns, operational strategies, and how they relate to collections and recoveries. This will help you answer questions confidently and demonstrate your knowledge.
✨Showcase Your Analytical Skills
Given the importance of data in this role, be prepared to discuss your experience with large data sets and how you've used analytics to drive strategy. Bring examples of how you've assessed performance and made predictions based on data in previous roles.
✨Demonstrate Adaptability
The job requires quick adaptation to changing circumstances, such as inbound call spikes. Be ready to share specific instances where you've successfully adjusted your strategies or approaches in response to unexpected challenges.
✨Familiarise Yourself with Regulatory Guidelines
Since the role involves compliance with regulations like OFCOM and CONC, it’s crucial to understand these guidelines. Prepare to discuss how you've ensured adherence to regulatory standards in your past experiences, showcasing your commitment to high standards of conduct.
