At Intrum, you will grow by making a difference. You will do it in a highly international environment and in a supportive culture where effort counts.

We are looking for a dedicated Customer Service Collections Manager to join us, one of Europe’s most experienced and multi-award winning Credit Management Services company.

Here at Intrum UK you will head up one of our award-winning teams of Customer Service Representatives in our Collections department. You will focus on ensuring company objectives are met through supporting, coaching and motivating, whilst always promoting fair outcomes for our customers.

Reporting to the Senior Operations Manager your key responsibilities will be:

  • Conduct monthly call quality and coaching checks for each member of your team
  • Support ongoing conduct risk assessments and liaise with the independent Quality Assurance team to improve quality standards.
  • Ensure your Customer Support Representatives liaise with customers in a respectful and ethical manner whilst promoting fair outcomes.
  • Adhere to Intrum’s governing bodies’ guidance and regulations at all times including the Treating Customers Fairly framework and the FCA Consumer Credit Sourcebook
  • Support your team to achieve their individual targets, review their goals, one to one’s and personal development talks. 
  • In addition support with any queries, complex or escalated calls, taking ownership of the query through resolution.
  • Report to Senior Management on relevant KPI, quality and compliance stats whilst recognising and identifying trends relating to areas of improvement or development needs.

As the successful candidate you will have:

  • A call centre background with previous dialler experience.
  • Previous experience of managing and developing a high-performance customer service team
  • The ability to communicate clearly, influence and engage with internal and external stakeholders
  • Strong leadership skills and willing to collaborate with others
  • Good analytical skills, with the ability to analyse reports, explain findings and suggest improvements.
  • And a love of mentoring, coaching and ensuring award-winning customer service! We would love to hear from you if this is you!
  • Please note you will be required to come to the office in Reigate, Surrey on a hybrid basis.

About us

Intrum is the industry-leading provider of credit management services. At Intrum UK we believe in leading the way to a sound economy and helping our customers become debt free in affordable ways. Our business is about helping others. Helping individuals in debt get out of difficult situations. Helping companies get paid so they can grow, employ and prosper.

We want to make a difference by ethically supporting thousands of customers to pay off their debt. Our people care about treating our customers fairly and we care about our people.

Additional information

Please note that you will be subject to a credit check and a criminal records check as part of our pre-employment checks process. You should not be bankrupt, have any outstanding County Court Judgements on your credit file or have more than two registered defaults.

Intrum UK are an equal opportunities employer.

Do you feel that you might be the right person? Great! Apply now. Looking forward to hearing from you! 

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Confirmed 9 hours ago. Posted 30+ days ago.

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