Customer Service Leadership Role

4 days ago


Dingwall, United Kingdom Priority Recruitment Full time
About the Opportunity: Appeals Operations Manager

Priority Recruitment is seeking a highly skilled and experienced leader to join our team as an Appeals Operations Manager. 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 an Appeals Operations Manager, you will also be responsible for reporting on KPIs and performance to the Operations Manager, offering insights and recommendations for improvement.

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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