What you will do
Operating within a fast paced multi-channel environment, you will be collaboratively working with the Collections and services departments to implement the contact centre, back office resource plans.
You will also optimise customer contact service levels, real time adherence, penetration rates and dialler technology strategies through adherence management.
You will have involvement of resource management deployment and use of all the call centre tools such as dialler, IVR, SMS and work force management.
You will support operational contact strategies to maximise contact opportunities within the Collections and services departments.
You’ll also support the leadership team to achieve SLAs and KPI’s, alongside driving team and individual performance via real time management.
What you will bring
Knowledge and experience of managing a dialler within Collections operations. Also, knowledge of strategic and tactical contact strategies in order to help achieve business objectives to include SMS and IVR technologies.
Experience in resource and capacity planning for multiple teams, business areas and products.
Everyone is different. Everyone is valued
As part of our vision to become the most trusted specialist lender in the UK, we’ve been helping customers and businesses fulfil their ambitions since 1952.
specialist, expert, ambitious and also diverse. All of our people are different and this is something we celebrate.
Every one of our employees brings unique talent, ability and perspective to their role.
That’s why Secure Trust Bank Group nurtures differences. We understand that we perform better because we’re not cast from the same mould.
We actively embrace and support diversity, work with leading industry bodies and promote initiatives that reinforce our philosophy of giving you the freedom to be who you are.
We’re an award-winning bank providing savings accounts and lending services to over one million customers. We’re Secure Trust Bank Group. We embrace difference.