Customer Recovery Team Manager N Brown Group

Green Quid Limited.; Manchester; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Customer Recovery Team Manager to lead a dynamic Financial Services team. This role involves managing daily operations, ensuring adherence to regulations, and mentoring team members to achieve performance targets. With a focus on customer service excellence and continuous improvement, you will play a crucial role in driving success in a supportive and inclusive environment. Join a forward-thinking company recognized as one of the best places to work, where your contributions will make a real impact on the team's success and customer satisfaction.

Benefits

24 days holiday plus 8 bank holidays

Annual bonus scheme

Enhanced maternity and adoption leave

Company pension with up to 8% contribution

Mental health support

Financial wellbeing support

Colleague discount across brands

Onsite café with subsidized rates

Life assurance

Paid volunteer day for charity work

Qualifications

• Experience leading teams in a regulated environment.
• Ability to analyze information quickly and effectively.

Responsibilities

• Manage day-to-day operations of a multi-functional team.
• Deliver performance updates and manage change effectively.

Skills

Leadership in regulated environments

Knowledge of regulations and governance

Multitasking and prioritizing

Customer service best practices

Proficient in Microsoft Office

Analytical skills

Problem-solving mindset

Effective feedback deployment

Tools

Microsoft Office

Job description

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 service 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, able to think on their feet, and have a customer-focused approach.

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

• Manage the day-to-day operational output for a multi-functional Financial Service team (10 FTE)
• Provide weekly and monthly performance and business updates
• Deliver against company KPIs and KRIs
• Maintain knowledge of risk frameworks and regulations
• Keep records and maintain MI
• Track outcomes, ensuring quality assurance for internal and external teams
• Conduct performance reviews
• Handle diverse processes and procedures competently
• Implement and manage change effectively
• Mentor and develop team members, both onshore and offshore
• Deliver corrective and directional feedback
• Identify opportunities for improvement and manage continuous improvement initiatives
• Manage People and HR responsibilities
• Ensure adherence to N Brown processes and procedures, updating them as needed
• Possess working knowledge of customer service, collections, and complaints handling best practices
• Be a true team player

What skills and experience will you have?

• Experience leading in a regulated environment
• Knowledge of regulations and governance across multiple areas
• Ability to operate across multiple contact channels (telephone, written, digital)
• Driven, focused, and problem-solving mindset
• Solution-oriented approach
• Ability to analyze information quickly
• Remain controlled in challenging environments
• Provide and deploy feedback effectively
• Multitask and prioritize responsibilities
• Ability to work independently with minimal supervision
• Build and maintain external relationships with key stakeholders
• Open, honest, approachable, and resilient in adversity
• Ability to implement and monitor change
• Proficient in PC applications, including Microsoft Office, internet, and email
• Quick learner and adaptable to new systems

What’s in it for you?

• 24 days holiday plus 8 bank holidays
• 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 discount across all N Brown brands
• Onsite café with subsidized rates and local discounts
• Life assurance and private medical insurance
• Paid volunteer day for charity work

N Brown – who we are and why work for us?

At N Brown, we’re committed to diversity and inclusion, aiming to become the most loved and trusted fashion retailer. We’re 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 value fashion without boundaries and strive for sustainability.

In May 2024, we were named one of The Sunday Times Best Places to Work 2024, reflecting our inclusive and positive culture.

Ways of Working

Our Head Office is located in Manchester’s Northern Quarter, well-connected by public transport and surrounded by cafes, bars, and restaurants.

Our promise to you:

We’re an equal opportunity employer, valuing diversity and not discriminating based on race, religion, color, national origin, sex, gender, sexual orientation, age, marital status, veteran status, or disability.

What happens when you apply?

Once we receive your application, we’ll send you an email update. We appreciate your interest and wish you the best of luck!