Planning & Service Delivery Team Lead

Lowell Financial Services GmbH; Colton; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Discretionary annual bonus

3% flexible benefits

Hybrid working

Onsite parking

28 days holiday + public holidays (+5)

Job summary

Lowell in Leeds is seeking a Planning & Service Delivery Team Lead to unite a high‑performing contact centre team at Thorpe Park, Leeds. You will shape and optimise our campaigns, coach staff, and ensure compliant, customer‑focused outcomes across dialler strategies.

You'll use data and insight to drive continuous improvement, balancing performance with exceptional customer experience. Hybrid working, competitive benefits, and opportunities to grow with a market‑leading UK finance provider.

Qualifications

• Experience managing predictive diallers and dialler campaigns within a contact centre environment, ideally using Avaya or a similar platform.
• Proven people leadership experience, with the ability to coach, develop and motivate a team to deliver great results.
• Strong understanding of contact centre performance metrics, campaign optimisation and resource planning.
• Knowledge of Ofcom regulations, service level requirements and the controls needed to maintain regulatory compliance.
• Excellent analytical and problem-solving skills, with the ability to turn data and insight into actionable improvements.

Responsibilities

• Lead and optimise planning and service delivery across campaigns to maximise performance and customer experience.
• Coach and develop team members, fostering a culture of high performance and continuous improvement.
• Collaborate with operational teams and stakeholders to ensure regulatory compliance and effective resource planning.

Skills

People leadership

Dialler campaigns

Contact centre metrics

Regulatory compliance (Ofcom)

Data analysis

Tools

Avaya

Job description

Planning & Service Delivery Team Lead

Lowell Leeds

Full time

2026-09-08

Posted Yesterday

R016497

Job Description

Planning & Service Delivery Team Lead

Location: Thorpe Park, Leeds, Hybrid working.

Join us as a Planning & Service Delivery Team Lead! At Lowell, we're always looking for smarter ways to connect with customers and deliver great outcomes. As our Planning & Service Delivery Team Lead, you'll be responsible for a team of specialists who help shape and optimise our contact strategies. Combining strong people leadership with technical dialler expertise, you'll ensure our campaigns are effective, compliant and customer focused. Working closely with operational teams and stakeholders across the business, you'll use data, insight and continuous improvement thinking to help us maximise performance while delivering the right customer experience every time.

What we need from you:

• Experience managing predictive diallers and dialler campaigns within a contact centre environment, ideally using Avaya or a similar platform.
• Proven people leadership experience, with the ability to coach, develop and motivate a team to deliver great results.
• Strong understanding of contact centre performance metrics, campaign optimisation and resource planning.
• Knowledge of Ofcom regulations, service level requirements and the controls needed to maintain regulatory compliance.
• Excellent analytical and problem-solving skills, with the ability to turn data and insight into actionable improvements.

If you're excited about this role but don't meet every requirement - don't worry, still apply. Your unique perspective could be just what we're looking for.

What you'll get:

• A discretionary annual bonus to reward your impact
• 3% flexible benefits that you can tailor to suit your lifestyle, whether that's extra cash, more holiday, or added health cover.
• Hybrid working for the best of both worlds-collaboration and focus.
• Free onsite parking, saving you time and money.
• Recharge and refresh opportunities with 28 days of holiday plus public holidays, and the option to buy up to five more-giving you more time for what matters most.
• Peace of mind with life assurance that supports your loved ones, no matter what.
• A culture that celebrates you and supports your wellbeing - with recognition awards, access to on-site gym facilities, and a variety of wellbeing initiatives offered throughout the year to help you stay balanced, resilient and feeling your best.
• Encouragement to be your authentic self at work by joining one of our vibrant employee networks-like Rise (Gender), Proud (LGBTQIA+), Culture, or Spark (Neurodiversity & Disability) - and connect with a community that celebrates and supports you.

So, who are we?

We're on a mission to make credit work better for all.

We buy debt from lots of different companies in all kinds of sectors. We treat people with dignity, helping customers pay off their Lowell debt in practical and affordable ways.

According to The Sunday Times, we're one of the best places to work in the UK, (we're proud to be on their 'Best Places to Work' list for the third year running). Why? Because of the people who work here. Warm, welcoming, and super-talented. It's our people that make us great.

We celebrate and share success, learn from failure, embrace change, and savour challenge.

Join us and from day one you'll have a voice in one of the most dynamic companies in the UK finance sector. Our new colleagues tell us they love the support we give them and the recognition they receive for a job well done. And wherever you are in Lowell, you'll be making a difference to the lives of millions of people going through tough times.

Ready to join us?

At Lowell, we're committed to helping you grow-both personally and professionally. We provide the tools, support, and opportunities you need to shape your career and thrive.

We welcome people from all backgrounds and experiences. Whatever your identity - culture, gender, sexual orientation, religion, ethnicity, age, neurodiversity, or disability - if you're passionate about making credit work better for everyone, we'd love to hear from you. Our strength lies in our people, and we're proud to build inclusive teams supported by benefits that help everyone succeed.

#HYBRID