Contact Centre Manager - Debt Collection
Birmingham
£36,800

Company Overview
A long-established leader in debt recovery and enforcement, this organisation supports public sector clients across the UK. With over 500 staff nationwide, it promotes a culture of accountability, performance, and staff development.

Role Summary
The Contact Centre Manager will lead a team of debt collectors, driving performance, ensuring regulatory compliance, and delivering exceptional customer service. The role involves managing daily operations, monitoring key metrics, and supporting continuous improvement.

Key Responsibilities

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Manage and develop a team of collectors to meet revenue and performance targets

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Deliver regular coaching, one-to-ones, and performance reviews

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Oversee SLA/KPI compliance and address underperformance

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Analyse call data to resolve issues such as abandonment and low contact rates

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Collaborate with dialler teams to manage call flow

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Maintain attendance levels and liaise with HR on staffing issues

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Support recruitment and long-term planning

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Ensure adherence to policies, client requirements, and industry regulations

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Provide cover in the absence of senior management and support change initiatives

Candidate Requirements

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Experience managing teams in a contact centre, ideally in debt collection

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Strong coaching, leadership, and performance management skills

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Proven ability to meet targets and drive improvements

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Confident with data analysis and reporting

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Excellent communication and interpersonal skills

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Flexible to provide occasional weekend cover

Benefits

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Up to £36,800 per annum

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28 days holiday (incl. bank holidays)

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Pension scheme and life assurance

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On-site parking and modern facilities

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Free daily refreshments

Offer subject to DBS and CCJ checks