We use cookies to make your experience of using our website better. To comply with the e-Privacy Directive we need to ask your consent to set these cookies.


Customer Support Manager, Reigate



Reigate, United Kingdom 

Job Category:

Customer Service

EU work permit required:


Job Reference:


Job Views:




Expiry Date:


Job Description:

Do you have excellent team management skills?

Are you looking for a challenging and rewarding new role?

A unique opportunity has arisen to join a multi-award winning financial services company, based in Reigate, Surrey. Following a recent acquisition by a global leader in credit management services, this role offers an environment which is both challenging and progressive.

Reporting to the Head of Collections, the role of Customer Support Manager will broadly focus on supporting a team of Customer Support Representatives. You will be ensuring company objectives are met through coaching and motivating, offering suggestions to improve working practices and promoting fair outcomes for customers.

As a Customer Service Manager, you will be responsible for the following:

* Acting as the 1st line of defence for ensuring the call quality of Customer Support Representatives and a high quality of working practices within the team. Supporting Customer Support Representatives through the issue resolution process.
* Ensuring Customer Support Representatives negotiate with customers in a respectful and ethical manner whilst promoting fair outcomes.
* Adhering to Intrum’s governing body’s guidance and regulations and Intrum’s procedures at all times.
* Completing performance reviews with each member of the team and supporting Team Members to achieve their individual targets.
* Meeting and exceeding monthly targets, including call quality and compliance.
* Providing ad-hoc reports for Team Members. Identifying training needs of team members and managing under performance. Continuously improving collections process.
* Deciding upon and authorising appropriate settlements and arrangements.
* Reporting to senior management on team Management Information.
* Working with the other Customer Support Managers and the Head of Collections to ensure consistency.
* Building effective lines of communication with the members of the team.
* Monitoring staff attendance to ensure adequate staffing levels and to be responsible for the management of staff absence.
* Promoting positive change and improvements to procedures.
* Supporting the recruitment processes.
* Attending meetings as required.

Additional Salary Info: Enhanced Annual Leave Entitlement

Customer Service Manager | Manager | Management | Customer Service |Customer Support | Debt Collection | Collections | Call Centre | Contact Centre | Training | Performance | Staffing | Recruitment | KPI’s

Essential Requirements:

* Previous experience in managing a team including undertaking one to one’s and performance management.
* Excellent written and verbal communication skills with the ability to impart knowledge to others in a clear and concise manner.
* Developing others’ potential through the use of coaching and mentoring methodology.
* Managing and supporting individual, team and organisational change.
* Ability to meet and exceed all agreed targets (KPIs).
* Good understanding of the laws and regulations relating to Debt Collection activities. (Consumer Credit Act / LSB / FCA / CSA).
* Math’s and English GCSE (or equivalent) C Grade or above.

Desirable Requirements:

* Previous experience of working in a collections environment with knowledge of current collection processes.
* Experience of conducting checks of others’ work as part of ongoing conduct risk assessments.
* Knowledge of compliance practices.
* An understanding of the 3 lines of defence method and conduct risk.
* Relevant NVQ Level 2 would be beneficial, as would CSA Diploma or ICM qualification.

About Our Company:

We are an award winning global financial services business, which leads the UK field in ethical collections and has expanded from debt purchase to a wider range of solutions. These include early arrears outsourcing, shared services and partial outsourcing. As well as making use of white-labelled technologies, clients can transfer their entire collections teams to Intrum.

The company has been rated gold by Investor in Customers four years running and has won a string of awards for its ethical approach to collections. We are also proud of the support and development our employees receive within Intrum, evidenced by our Gold award for Investors in People in 2017.
Company Info
Smart Recruit Online
Presley Way
Milton Keynes, United Kingdom
Phone: 08006341818
Web Site:
Save Contact
Company Profile

comments powered by Disqus