Customer Experience Champion

5 days ago


Leeds, Leeds, United Kingdom Amplifi Capital Full time
About the Role

We are seeking an experienced Collections Team Leader to join our team at Amplifi Capital. As a key member of our leadership team, you will be responsible for driving customer satisfaction and improving financial health through accessibility, affordability, and community.

The ideal candidate will have a strong track record in collections, excellent communication skills, and the ability to lead and motivate a team of multi-skilled agents.

Key Responsibilities
  • Provide coaching and feedback to team members on effective communication techniques and ensure that customers receive respectful and professional service.
  • Develop and implement strategies for resolving complex customer issues, prioritizing sustainable solutions that align with both customer needs and business goals.
  • Manage account ownership from issue to resolution, ensuring timely and efficient resolution of customer complaints.
  • Prioritize workload in line with Operation KPIs and Customer outcomes, monitoring team performance and setting realistic targets that balance productivity and customer care.
  • Create an environment that encourages openness and support, recognizing achievements, promoting collaboration, and ensuring each team member feels valued and motivated.
About Us

Amplifi Capital is a fast-growing social FinTech company giving not-for-profit Credit Unions in the UK access to a state-of-the-art fintech ecosystem. Our purpose is to improve the nation's financial health through accessibility, affordability, and community.

Requirements
  • 2+ years of experience in a collections environment (preferably in financial services/fintech)
  • A strong understanding of financial regulations, including the FCA and PRA
  • Excellent communication and leadership skills
  • Ability to work under pressure and manage competing priorities
  • Strong analytical and problem-solving skills
  • Proficiency in MS Word and Excel
What We Offer
  • Competitive salary: £55,000 - £65,000 per annum
  • 2 days work from home
  • 25 days annual leave
  • Discount shopping
  • Private health insurance
  • Subsidised Gym Membership


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