Appeals Operations Manager
4 days ago
Priority Recruitment is looking for a skilled and experienced leader to join our team as a Customer Service Leadership Role. This exciting opportunity will see you managing our Appeals Team in Dingwall, Scotland, overseeing a team of agents and ensuring they meet performance targets while maintaining a positive and supportive work environment. As a Customer Service Leadership Role, you will also be responsible for reporting on KPIs and performance to the Operations Manager, offering insights and recommendations for improvement.
About the Company:
Priority Recruitment is a dynamic company that provides top talent to various industries. We pride ourselves on our fast-paced and challenging environment, which allows our team members to grow and develop their skills. As a Customer Service Leadership Role, you will be part of a talented team that strives to provide exceptional service to our clients.
Key Responsibilities:
• Lead a team of agents, ensuring daily targets and KPIs are achieved.
• Supervise workloads and performance, providing regular feedback to the team.
• Report on KPIs and performance to the Operations Manager, offering insights and recommendations for improvement.
• Oversee key administrative tasks including rotas and quality checks.
• Maintain documentation for the department, ensuring compliance and accuracy.
• Provide coaching, additional training, and performance support to agents.
• Identify skill gaps and implement strategies to close them.
• Assist with recruitment, induction, and onboarding of new employees.
Requirements:
• Proven leadership experience, preferably in a team-based or customer-facing environment.
• Strong organisational and administrative skills, with the ability to manage multiple tasks efficiently.
• Passion for developing and coaching teams, with the ability to identify and address skill gaps.
• Ability to work under pressure while maintaining a positive and productive team atmosphere.
• Knowledge of the debt recovery industry and willingness to stay informed about changes and best practices.
• Flexibility and adaptability in response to shifting priorities and needs.
Salary and Benefits:
This exciting opportunity offers a competitive salary of £26,000 (with a review after 6 months) and a comprehensive benefits package, including 29 days of holiday (including bank holidays), pension scheme, monthly incentives, and free on-site parking.
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