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Contact Strategy Managers

Posted 7 March by Lowell Group Featured Ended

Role: Contact Strategy Managers

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 exciting new opportunities to join our Business Optimisation team here in Leeds.

As a Contact Strategy Manager you will be responsible for developing and optimising the collections strategy across your dedicated sector ensuring the customer is at the heart of our business

Responsible for ensuring optimal portfolio performance and support for the Lead Contact Strategy Manager regarding business objectives and BAU performance

Key Responsibilities:

  • To gain knowledge of portfolios (across your sector) that Lowell is looking to purchase by interrogating the data provided and attending client due diligence where required
  • To work closely with Portfolio Analysts, Sales and Pricing teams to understand portfolio performance, and implement tactical actions that will improve performance
  • To provide meaningful, detailed, regular performance reports along with subsequent recommendations and delivery plans
  • To ensure that new portfolios are all worked effectively to optimise revaluations from book on
  • Own weekly reviews of strategic portfolios defined by the Internal and Operational Performance Meetings and tracking of subsequent actions
  • To work closely with the Pricing Team & Portfolio Transaction Manager to ensure assumptions made through the purchasing process are communicated and implemented accordingly
  • To develop new innovative strategies in order to succeed in a competitive environment within the Financial Services sector
  • Successfully engage with Customer Content Editor, IT, Software Configuration and or the Head of Operational Excellence to ensure successful implementation of any new strategies
  • Successful remediation of client audits in an innovative, commercial and customer focused manner
  • Consistent drive for continuous contact strategy improvements and efficiencies through effective champion challengers
  • Ensure documentation and ability to demonstrate controls of all key processes with Business Optimisation

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

  • Experience of driving performance through use of data and analytics
  • Experience of collections Call Centre's and collections strategy within either the Utilities or Financial Services industry
  • Ability to operate on their own initiative as well as work as part of an extended team
  • Ability to manage and motivate staff
  • Excellent written and verbal communication skills
  • Concern for Accuracy/Attention to Detail
  • Strong influencing skills
  • A strong people manager able to motivate and deliver strong results through the team
  • Performance driven/Results Orientated
  • Ability to work under pressure to meet deadlines
  • Strong analytical skills coupled with the ability to interpret data to improve performance
  • Self-Motivated and confident

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: 34626075

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