Collections Manager

Job Ref: DJHB1012
Job Title: Collections Manager
Location: Kent (South East)
Salary: up to 33,000 plus bonus and really good benefits
Job Type: Permanent

This is an opportunity for a Collections Manager to join a growing but established financial services provider.

As the Collections Manager you will have full responsibility for leading the collections team and department to achieve and enhance collections performance.

As a strong leader, coach and manager, you will work to support and develop your team to drive efficiencies and enhanced collection outcomes for their customers and the business.

Duties & responsibilities
• Create and foster a high performing culture, delivering a best in class customer experience
• Support the operational systems, processes and policies in support of driving continuous improvement across the tools (Dialler), insight, process and planning.
• Work as part of the management team to develop and improve long term strategies.
• Using your insight and knowledge gained across collections, work across the wider business to influence future strategies, which will increase the effectiveness and efficiency across other departments and customer services.

Office Opening Hours: Monday to Friday 8.00am to 9.30pm Saturday & Sunday 9.00am to 6.00pm
Providing around the clock customer service, Monday to Sunday (which may include Bank/Public Holidays), based on an average 38 hours a week

Hours: Required to work on a rolling shift pattern – Monday to Friday – Early shift: 7.45am to 2.15pm, Late shift: 2.30pm to 9.30pm and to work 1 Saturday/Sunday in every 4 will be worked from 9.00am to 6.00pm.

If you are interested in applying for this role, you will be an experienced Team Manager or Collections Manager, used to developing and leading a team, carrying out 121’s, KPI achievement and delivering improved performance and change. Collections experience would be desirable.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Management Information Analyst

Job Ref: DJPF1258
Job Title: Management Information Analyst
Location: London – South East
Salary: £45,000 – £55,000 dep on experience
Employment Type: Permanent

As an MI Analyst you will support the Customer Contact Centre by being responsible for creating, developing and maintaining the specific dashboards and scorecards. Using analysis and interpretation you will influence management in their respective operational decision making.

Some of the Responsibilities include:
• Produce daily, weekly, monthly, quarterly and annual reports on CCC performance against KPIs for review by team leaders and senior management
• Owner of all contact centre operational reporting and insight.
• Provide a consultative approach to assessing and delivering MI solutions throughout the business
• Proactively analyse and manipulate output data to identify trends, patterns and anomalies to produce recommendations on process improvements.
• Work with the Resource & Planning Analyst to provide recommendations on resource planning

If you are interested to apply:
• Experience of having produced and presented impactful Management Information (MI) for large complex organisations. Preferably in a contact centre environment.
• The ability to present complex information to senior audiences with confidence
• Excellent proven oral and written communication and interpersonal skills, with experience of liaising with senior stakeholders (including understanding Customer requirements) and ability to communicate with employees at all levels and across multiple sites.
• Advanced Excel skills with experience of data and system analysis including the generation of reports (pulling information from a variety of sources and experience of proving data based insight and recommendations for use at all management levels)
• Ability to strategically align MI priorities with business objectives, and enhance MI reporting infrastructure

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.