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Contact Strategy Manager - Technology

Posted 7 March by Lowell Group Featured Ended

Role: Contact Strategy Manager (Technology)

Location: Leeds

Salary: Competitive with 3% flex benefits + Bonus and Contributory pension

Lowell is one of Europe's largest credit management companies, with operations in the UK, Germany and Austria and a vision to be the best in its field in Europe. At Lowell we work with our customers to improve their financial well-being. We take the time to get to know each customer and better understand their individual circumstances, working out the best payment plan for them. Our personal approach is why we've been awarded an Exceptional 3 star rating by Investor in Customer for the last two years.

We are now recruiting for an exciting new opportunity to join our Business Optimisation team here in Leeds.

The role holder is responsible for optimising collections strategies to maximise right party contacts through the most effective and appropriate contact channels. This will involve the delivery of new contact channels and integration into existing contact strategies to create true Omni channel strategies.

Key Responsibilities:

  • Provide detailed regular performance reports across all channels along with recommendations for improvements
  • Drive and develop the Dialling strategy using Blaze
  • Develop new and innovative strategies
  • Ensure compliance across dialling, SMS and also Email
  • Set KPI's across channels and ensure team drive performance improvements
  • Support Senior Contact Strategy manager on new projects
  • Regular champion challenge of new ideas
  • Create, implement and track adhoc strategies to address portfolio performance
  • Regular supplier review and engagement
  • Successful remediation of operational challenges/new requirements that may arise within the business, in an innovative manner.
  • Consistent drive for continuous contact strategy improvements
  • Implementation of new trials in collaboration with Data Science
  • Collaborate with resourcing to optimise staffing profile to fit in line with best time to contact
  • Successfully engage with IT to ensure successful implementation of new strategies and technology
  • Demonstrate control of key processes within area
  • Ensure up to date contact strategy documentation available and maintained
  • Deliver and support Digital communications Strategy
  • Driving Digital collections through campaigns and bespoke Strategies
  • Devise strategies to drive online activity and automated collections

You'll need to evidence the following qualifications, skills and experience:

  • Technically oriented with a good understanding of various contact channels
  • Experience of driving performance through use of data and analytics
  • Experience of collections call centres and collections activity
  • Excellent knowledge of telephony platforms and specifically implementation and management of dialler systems.
  • Proven experience in delivering email and SMS strategies
  • A track record in successfully implementing new contact channels
  • Previous experience of working in a fast paced and change orientated business
  • Experience of multi-channel platforms/solutions
  • Demonstrable experience of working with SMS and Email providers
  • Ability to query and analyse data using tools such as SQL/SAS
  • Able to implement new technology/channels into existing contact strategies
  • Experience in writing business cases for new products/functionality
  • An innovator driven to make improvements
  • Proactive, self-starter
  • Committed to high standards and supporting colleagues to do the same
  • Effective communicator with the ability to build strong relationships
  • Customer focused and strong stakeholder management

The Benefits:

  • Competitive salary with annual bonus
  • Contributory pension
  • 3% flexible benefits - including cycle to work, critical illness, dental insurance, childcare vouchers, travel insurance, dining club, retail discounts and the option to buy up to one week's worth of holiday subject to start date
  • Free shuttle bus from Leeds City Centre
  • Subsidised on-site restaurant
  • Free on-site gym
  • Excellent coaching and training

If this sounds like the role for you, and you're eligible to work in the UK we'd love to hear from you. So, apply today - what have you got to lose?!

Reference: 34625925

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