Contact Centre Manager

Job Description

Target Group are a leading business services provider in lending, investments and insurance, creating value for our clients through digital customer journey, outsourcing and operational transformation.At Target, we give you the opportunity to make a difference. Youll be involved in shaping the growth of the business - and youll get to try new things along the way. If you are up for a challenge and are willing to work hard, working with us will giveyou a fulfilling and varied career.What can I expectOur Contact Centre Managers live and breathe our values in everything they do. As leader they take responsibility, they praise, they decide, they communicate, they set example, they provide feedback, they ask for help and they challenge.The main areas of responsibility are; delivering an engaged and motivated workforce, ownership of business policy and processes, monitoring business performance (includes contributing and delivering to budgets and growth of Target), identifies problems,solutions & opportunities for our customers, teams and our company.What will I be doing People

• Contribute to overall business objectives by working with and supporting colleagues, clients and customers.
• Develop self, direct reports and staff to improve business performance maintaining adequate records.
• Ensure individuals career plans are supported with an effective Personal Development Plan Considering Succession Planning.
• Maintains staff by recruiting, selecting, orienting and training employees: maintaining a safe, secure and legal work environment, developing personal growth opportunities.
• Work in conjunction with other teams to ensure that all risks for department are effectively managed and recorded.

Customer

• Ensure that the fair treatment of customers
• Ensure that clients and customers receive a high standard of care.
• To play an effective role in ensuring the successful migration of new prospects into "business as usual".
• Ensure breaches and complaints are correctly reported and actioned. Financial
• Managing budgets.
• Ensure the short, medium and long-term plans of the function are completed in a cost-effective manner in line with client requirements.
• Participate in on-going BID process in line with business pipeline.
• To manage and continually develop on department frameworks such as RCA to enhance efficiencies and eradicate repeat occurrences within department and wider business

Process

• Liaise with auditors as part of annual monitoring and facilitate closure of audit.
• Acts as the principal liaison and gateway for impact assessment of TSL and group wide projects and is responsible for delivering timely and accurate responses.
• Play a leading role in operations sponsored projects.
• Ensure that departmental manuals are kept up to date ensuring that all existing and new regulatory requirements are clearly documented.
• To ensure that risk within the department is effectively managed and that all FCA and other regulatory requirements are met to ensure that TSL always remains fully compliant.
• Own the departmental risk log ensuring that all risks are recorded, and any relevant mitigating action is taken in a timely manner.
• Work in conjunction with other departments to develop a strategic and analytical approach to the management of collections accounts and resource.

Youre someone who is:

• Able to build positive relationships at all levels both internally and externally
• An innovative thinker who can combine technology, systems and processes in innovative ways.
• Able to operate in a complex, demanding environment and prioritise effectively
• A good communicator
• Able to show a high desire to meet and exceed client and customer service expectations
• Able to respond quickly to work priorities and completes work within agreed timescales
• Able to identify potential barriers to achieving objectives and acts to address them at an early stage.
• Good knowledge of the legal and regulatory requirements that affect interactions with customers
• Good knowledge of company policies and procedures
• Good knowledge of the procedures for dealing with non-compliance including managing people issues
• Understanding of legal, regulatory and ethical requirement
• Able to set SMART work and development objectives and measure their progress

Youre someone who has:

• Educated to A level standard or equivalent
• Senior Management experience in a Financial Services or related servicing organisation
• Experience of managing managers successfully
• Experience in managing budgets and cost centres
• Understanding of secured first charge collections for FSMA & non FSMA regulated business FSMA regulation relating to mortgage lending, In particular: MCOB 13, Principle 6
• Law of Properties Act1925 and receivership services
• Litigation processes in all UK jurisdictions including understanding of the law in relation to possession proceedings
• DWP ISMI rules and process and procedure
• Degree or equivalent level qualification in a relevant discipline. - Desirable
• Professional qualification e.g CeMAP, FPC - Desirable
• Experience in an outsourced operation - Desirable

In addition to your basic salary, we offer a comprehensive, flexible and market-competitive benefits packageCore Benefits:

• Annual Pay Review
• Discretionary Company Performance Bonus
• Employee Assistance Program
• Free Private Health Care
• Free Flu Vaccinations + Eye Tests + Voucher towards glasses
• My Recognition
• Free access to GP, Physiotherapists and more
• Holidays 24 - Increases with length of service & Bank Holidays
• 4 x Salary Life Insurance

Our flexible benefits scheme gives employees access to additional benefits to supplement their core package:

• Pension Contribution - Salary Sacrifice
• Cycle2Work + Car Leasing - Electric Cars
• Critical Illness Cover + Dental Insurance
• Gym Flex
• Hello Fresh / Taste Card / Gourmet Card
• RAC Breakdown Cover
• Charitable Payroll Giving
• Buy / Sell holiday
• Technology loans

Were committed to creating a Diverse & Inclusive culture through the execution of our D&I strategy, community relationships, our people & leaders.Grow your future with us!