Job details

Customer Recovery Team Manager

Job reference: 002745

Closing date: 12/07/2019

Salary: Competitive

Department: Financial Services

Hours per week: 36.17 hours per week

We are looking for an experienced Customer Recovery Team Manager to join our Financial Services team here at N Brown. As our Customer Recovery Team Manager, you role will be to lead, motivate and develop a passionate and dedicated team of Customer Recovery Advisers.

You will be driven by achieving high standards, understand what excellent customer service looks like and have the customer at the heart of everything you do. As a Customer Recovery Team Manager you will drive continuous improvement and emulate the N Brown values to ensure that the fast paced environment of the contact centre is effective and to a high standard.

What else you will be responsible for:

  • Effectively manage and continuously develop Customer Recovery Advisers, ensuring key performance indicators are met and behavioural competencies are managed
  • Ensure all staff are trained and competent in their area of responsibility as well as being kept up to date with relevant training in data protection
  • Demonstrate a clear understanding of all appropriate regulatory and FCA guidelines pertinent to customers, colleagues and the business
  • Understand complaints received into the business area and work together at all levels to identify trends and root causes
  • Ensure a consistent, fair and objective approach to the investigation and resolution through effective quality management Evaluate and assess telephony interactions and provide development support to Advisers
  • Drive a quality and customer focussed approach across the department, ensuring customer outcomes are appropriate and fair
  • Challenge processes and procedures and provide structured recommendations to deliver improvement 
  • Conduct effective appraisals and performance reviews to encourage development, growth and career progression
  • Follow company People Management Processes assessing the team against core role competencies
  • Report key data to the business to identify trends, gaps or any other issues
  • Ensure all key business and departmental communications are delivered and auditing the understanding
  • Act as a role model for advisers and other colleagues, promoting best practice and complying with company and industry guidelines.


What we’re looking for:

We are looking for a subject matter expert with previous experience of managing people within a Financial Services/collections environment- if you have experience within an FCA related business that would be ideal although not essential.

Outstanding leadership skills with the ability to communicate clearly and confidently and has the motivation to drive a high performing team. If this sounds like you then we want to hear from you.


Our people are obsessed with customer service, enriched with data and powered by the latest technology to drive our business forward. As we continue to invest in our goal of becoming a leading digital retailer there’s never been a better time to join us!

Hours to be discussed at interview covering between 8.30am till 6.30pm Monday to Friday

Employees in our business may have access to our customers’ personal data therefore for a number of our roles, offers of employment are subject to a satisfactory criminal record check. Having a criminal record will not necessarily prevent an individual from obtaining a position with N Brown.


The closing date for this job has now passed.