Planning & Service Delivery Team Lead

Lowell Financial Ltd; Leeds; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Discretionary bonus

Flexible benefits

Hybrid work

On-site parking

Holidays + buy-up

Life assurance

Wellbeing initiatives

Employee networks

Job summary

Lowell Financial Ltd is seeking a Planning & Service Delivery Team Lead in Leeds with hybrid working. You will lead a team of dialler specialists to shape and optimise contact strategies, ensuring campaigns are effective, compliant and customer focused.

You will partner with operations and stakeholders, using data and insights to drive continuous improvement and maximise performance while delivering the right customer experience.

Qualifications

• Experience managing predictive diallers and dialler campaigns in a contact centre.
• Proven ability to coach, develop and motivate a team to deliver results.
• Strong understanding of contact centre performance metrics and optimisation.
• Knowledge of Ofcom regulations, SLAs and regulatory compliance controls.
• Excellent analytical and problem-solving skills to turn data into improvements.

Responsibilities

• Lead a team of specialists shaping and optimising contact strategies.
• Collaborate with operational teams and stakeholders to maximise performance.
• Ensure campaigns are effective, compliant and customer focused.

Skills

Dialler campaigns

People leadership

Performance metrics

Regulatory compliance

Data analysis

Job description

Summary

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.

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.

About Us

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.

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.