Head of Contact Centre Operations
Head of Contact Centre Operations
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Job Description
Summary
Job Description
Head of Operations at Overdales Legal
Location:Leeds Thorpe ParkHybridworking. Flexible working will be considered for this role.
Were Overdales Legal. Regulated by the SRA were one of the largest providers of specialist debt Litigation services in the UK and were a proud member of Lowell Group.
Together we make credit work better for all! Our mission is to help customers on the path to becoming debt free; with a real focus on helping our customers pay off their debts in practical and affordable ways. We do this honestly ethically and by treating our customers with dignity and respect.
We are looking for an experienced and dynamic Head of Operations to join our team and drive excellence in service delivery. In this key leadership role you will be responsible for overseeing our voice and admin teams ensuring operational efficiency and fostering a highperformance culture. Your leadership will be instrumental in enhancing customer satisfaction optimising processes and ensuring we meet our business and strategic goals.
If youre passionate about creating an engaged and motivated team whilst delivering outstanding operational results wed love to hear from you.
You will also have:
Demonstrable experience of leading large teams and operating in a matrix structure.
Contact Centre Management experience of 200FTE in a professional environment.
Managing multichannel multiservice teams would be an advantage.
As would a good understanding of consumer credit and regulatory compliance and the SRA.
An in depth understanding of the endtoend service delivery process and working within regulatory guidelines.
A proven track record of implementing change programmes to ensure the business remains at the leading edge of service propositions.
Our focus on sustainability hybrid working leadership development and career progression makes working at Lowell a rewarding experience.So whatever your culture gender identity religion ethnicity age neurodiversity or disability status if youre ready to help us make credit work better for all we think youll fit right in.
Our people are our strength so we build strong teams thriving with diverse voices and offer benefits that can keep our people strong.
That means
A competitive salary.
A discretionary annual bonus for a job well done.
3 flexible benefits; pick additional benefits or take as cash each month. Whether this is extra holiday or dental cover there will be something for you.
We are committed to a hybrid working environment where we will ask you to work in our Leeds office which will be based in Thorpe Park. Our new purposebuilt office to support collaborative working and those meaningful moments youll only get from being in the office.
Free parking when you are in the office and when working from home youll be fully equipped with everything youll need to be successful.
28 days holiday plus public holidays with the option to purchase up to an additional 5 days.
Life assurance and Private Medical Insurance
A fantastic culture
Wellbeing support and a programme of webinars and classes geared towards mindfulness.
Ready to share in that mission
Together we go further and it starts with you.So if youre interested in adding your voice to our fantastic team of people take the first step andapply today
Required Experience:
Director
Employment Type
Full-Time
