Contact Centre

3 weeks ago


Redhill, United Kingdom Lloyd Recruitment Services - Epsom Full time

**Contact Centre - Technical Specialist**

**£30k - £35k ** £500 Flexible Benefit ** Annual Bonus Scheme ** 27 days holiday plus bank holidays ** Up to 12.5% pension contributions ** Sharesave scheme **Childcare vouchers ** Discounts on high street brands and local retail discounts**

Are you a senior contact centre professional who has a technical mind and can / enjoys communicating complex / technical information.

If yes, we have a role for you.

Our client is looking for an individual to work alongside their Risk Strategy Data Analysts, where you will assist with the planning and designing of new contact strategies. Focusing on the collections and arrears team, you will be responsible for the daily dialler file and SMS strategies.

Ideally you will have an inquisitive and technical mindset.

**The Role**:

- Contributing to pre-strategy planning, including working with Risk Strategy Data Analysts to design new contact strategies
- Proactively supporting the delivery and management of customer contact strategies, taking the lead when required
- Provide technical expertise that ensure the customer experience is compliant with all policies and industry regulations
- Assisting in monitoring the performance of strategies to drive insight for strategy optimisation
- Ensuring that strategies enable 'good customer outcomes' and protect customers from detriment
- Documenting best practices from previous strategies so that we can continually learn and improve future strategy performance
- Communicating strategies and gain buy-in from stakeholders across the business
- Be responsible for the administration of Risk Strategy contact strategy tools systems and procedures
- Working in conjunction with the Project & Oversight Specialist to ensure contact strategy related control checks are completed within pre agreed timeframes
- Establishing and maintaining exceptional working relationships with related third-party suppliers, ensuring issues are raised, tracked and resolved in a timely manner
- Assisting the Delivery & Oversight Manager to deliver projects in accordance with Prince2 methodology
- Reviewing project related documentation in detail. Highlight all key points and risks, and prepare detailed recommendations for review prior to sign-off
- Creating, reviewing, maintaining and updating all procedure and policy documentation as required

**The Individual**:

- Good understanding of the retail consumer credit environment, including legal, compliance and regulatory frameworks
- Knowledge of the FCA, CONC and Consumer Credit regulation
- Technically minded with an interest in IT
- Excellent all round PC software skills
- Advanced level Excel
- Effective verbal/written communication skills coupled with a presentation style which allows complicated content to be understood by audiences of all business levels
- Proactive organisational skills and exceptional time management and prioritisation
- Ability to work under pressure
- Innovative thinker and the ability to bring new ideas to the table
- Excellent attention to detail

**Desirable Experience**:

- Previous experience working in Collections and Recoveries
- Experience in contact strategy development and changes
- SAS / SQL coding experience
- Project management experience and demonstrable business change implementation skills
- A recognised project management qualification. i.e. Prince2
- Strong understanding of Microsoft Visio and Project Libre tools

**Salary**: £30,000.00-£35,000.00 per year

Schedule:

- Monday to Friday



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