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 tools

If 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)