Job details

Team Manager

Job reference: 003093

Closing date: 28/10/2019

Salary: Circa £25,000 plus excellent benefits

Department: Financial Services

Hours per week: 36.17

We are looking for an experienced Team Manager to join our Financial Services team here at N Brown. As our Team Manager your role will be to lead, motivate and develop a team of Outbound Collection’s Advisers ensuring key performance standards are achieved- including the delivery of positive interaction outcomes appropriate for both the customer and the business. You will drive continuous improvement, ensuring the team continues to evolve the right cultures and behaviours that encourage individuals to grow in a fast-moving contact centre environment

What you will be responsible for:

  • Effectively manage and develop a team of Outbound Customer Recovery Advisers, ensuring key performance indicators are met and behavioural competencies are managed
  • To ensure all staff are trained and competent in their area of responsibility and are kept up to date with relevant training related to competence, data protection and other matters directly affecting the quality of service we offer to our customers
  • Demonstrate a clear understanding of all appropriate regulatory and FCA guidelines pertinent to Customers, Colleagues and the Business and ensure the continual implementation of these requirements
  • 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
  • Ensure multiskilling across the team to eliminate any single points of failure or expertise
  • 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
  • Utilise MI and Business intelligence to manage team performance and results. Use reporting to spot trends or gaps in team or individual performance and set improvement plans as appropriate
  • 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. Develop key working relationships with internal and external stakeholders


What we need from you:

You will have previous experience of managing people within a Financial Services/ Collections, preferably within a regulated environment.

You will possess outstanding leadership skills can communicate clearly both verbally and in writing confidently, can motivate a team of people and have great attention to detail and then we want to hear from you.

Important information:

Shift pattern: Monday to Thursday 11am till 7pm, Friday 11am till 6.30pm

Start date: Monday 28th October

You must be able to provide evidence of Right to Work in the UK (passport, birth certificate etc) AND evidence of proof of your address.

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 Group.


The closing date for this job has now passed.