Contact Centre Manager - Service and Arrears

Contact Centre Manager - Service and Arrears Red Recruitment is looking to recruit a Contact Centre Manager - Service and Arrears for our client. You will play a pivotal role within their Contact Centre. Leading a team of 40 customer and arrears advisors, managing the full customer journey from onboarding all the way through to litigation. You will report directly into the C-Suite team with the chance to join a successful business where you will look to drive growth and transformation. The salary is up to £60,000 per annum. Benefits and Package for a Contact Centre Manager - Service and Arrears Salary: Up to £60,000 Hours: Full-time Contract Type: Permanent Location: Melton Mowbray Generous Holiday Allowance Health care Plan Free Parking Company Pension Yearly pay rises offered Key Responsibilities of a Contact Centre Manager - Service and Arrears Lead, coach, and develop Team Leaders and Advisors across service and arrears functions Drive engagement, retention, and continuous development Ensure excellent customer experience across all contact channels (phone, email, chat) Handle escalations and complex customer issues Oversee arrears strategies to maximise collections while treating customers fairly ensuring we are compliant with regulations and policies Manage daily contact centre operations to meet SLAs and service levels Provide regular reporting to senior leadership Collaborate with internal teams (Risk, Compliance, Product, IT)Key Skills and Experience of a Contact Centre Manager - Service and Arrears Essential Proven experience managing a contact centre or operations team Passion for Contact Centre People Management Experience in customer experience and continuous improvement Strong background in customer service and arrears/collections Leadership experience with the ability to motivate and develop teams Strong analytical and problem-solving skills Knowledge of regulatory frameworks and compliance requirements Excellent communication and stakeholder management skills Desirable Experience in financial services Familiarity with dialler systems, CRM platforms, and workforce management toolsIf you are interested in this position and have the relevant experience as a Contact Centre Manager - Service and Arrears, please apply now! Red Recruitment (Agency)