Customer Recovery Team Manager

N BROWN; Manchester; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Recovery Team Manager to lead a dynamic Financial Services team in Manchester. This role requires a confident leader who excels in a regulated environment and is passionate about delivering exceptional customer service. You will oversee daily operations, mentor team members, and ensure adherence to company policies while driving performance improvements. Join a forward-thinking organization that values diversity and offers a supportive workplace culture, along with generous benefits including holidays, bonuses, and mental health support.

Benefits

24 days holiday (+ 8 bank holidays)

Annual bonus scheme

Enhanced maternity and adoption leave

Company pension with up to 8% contribution

Mental health support

Colleague discounts

Onsite café with subsidized rates

Life assurance

Private medical insurance

Paid volunteer time

Qualifications

• Experience leading teams in a regulated environment.
• Strong knowledge of customer service and collections best practices.

Responsibilities

• Manage operational output for a multi-functional Financial Services team.
• Conduct performance reviews and implement change effectively.

Skills

Leadership in regulated environment

Knowledge of regulations and governance

Multichannel operation

Problem-solving

Analytical skills

Change management

Multitasking

Stakeholder relationship building

PC proficiency (Microsoft Office)

Job description

The role

We're looking for a Customer Recovery Team Manager to join our Financial Services team.

As a Customer Recovery Team Manager, you will be an integral part of the financial services family. Working closely with our customers and colleagues, you will deliver a solution-focused approach to challenging and complex situations. The ideal candidate will be bright, confident, and able to think on their feet with a truly customer-focused approach.

What will you do as a Customer Recovery Team Manager at N Brown?

1. Manage the day-to-day operational output for a multi-functional Financial Services team (10 FTE).
2. Provide weekly and monthly performance and business updates.
3. Deliver against company KPIs and KRIs.
4. Maintain knowledge of risk frameworks and regulations.
5. Record keeping and MI maintenance.
6. Track outcomes, ensuring quality assurance for both internal and external teams.
7. Conduct performance reviews.
8. Be competent in handling diverse processes and procedures.
9. Implement change effectively.
10. Mentor and develop team members both onshore and offshore.
11. Deliver corrective and directional feedback.
12. Identify key opportunities for improvement and manage continuous improvement delivery.
13. Manage people and HR responsibilities.
14. Ensure adherence to N Brown's processes and procedures, updating as necessary.
15. Possess working knowledge of customer service, collections, and complaints handling best practices.
16. Be a real team player.

What skills and experience will you have?

• Ability to lead in a regulated environment.
• Knowledge of regulations and governance across multiple areas.
• Ability to operate across multiple contact channels (telephony, written, digital).
• Driven, focused, and a problem solver.
• Solution-focused with the ability to analyze information quickly.
• Ability to remain controlled in challenging environments.
• Proficient in providing feedback and managing change.
• Capable of multitasking and prioritizing responsibilities.
• Ability to work independently with minimal supervision.
• Ability to build external relationships with key stakeholders.
• Open, honest, approachable, and resilient in adversity.
• Competent in PC applications including Microsoft Office, internet, and email, and willing to learn new systems.

What's in it for you?

• 24 days holiday (+ 8 bank holidays) with options to buy additional days.
• Annual bonus scheme.
• Enhanced maternity and adoption leave.
• Company pension with up to 8% N Brown contribution.
• Mental health support and wellbeing services.
• Financial wellbeing support.
• Colleague discounts across N Brown brands.
• Onsite café with subsidized rates and local restaurant discounts.
• Life assurance and private medical insurance.
• Paid volunteer time.

About N Brown

We are committed to diversity, inclusion, and creating an inclusive environment. Our vision is to become the most loved and trusted fashion retailer by championing inclusion. We are a forward-thinking digital retailer with a strong financial services proposition, serving brands like JD Williams, Simply Be, and Jacamo. With over 160 years of experience, we are inclusive, sustainable, and proud of our achievements, including being named one of The Sunday Times Best Places to Work 2024.

Ways of Working

Our Head Office is located in Manchester City Centre, well-connected by public transport, surrounded by cafes, bars, and restaurants.

Our promise to you

We are an equal opportunity employer that values diversity and do not discriminate based on race, religion, color, national origin, sex, gender, sexual orientation, age, marital status, veteran status, or disability.

Application process

Once you apply, you'll receive an acknowledgment email. We aim to respond promptly and appreciate your interest in joining us. Good luck!