Team Manager (Call Centre)

At Intrum you will grow by making a difference. You will do it in a highly international environment and in a supportive culture where effort counts.

Make a difference. Daily.

Are you our new Team Manager (Call Centre)

We have an excellent opportunity for a Team Manager to join us in Glasgow with the flexibility of hybrid working.

Youll manage a team of Customer Support Representatives playing a key role in driving the overall performance of the department through strong and effective leadership. Youll be responsible for inspiring motivating and developing your team to consistently achieve departmental objectives and deliver excellent customer service.

We are a forward-thinking organisation committed to delivering personalised customer-centric service. We are focused on transparency and providing tailored financial solutions to ensure the best results for each customer.

What youll do:

• Motivate and develop the team to enhance performance and maintain quality standards.

• Monitor and coach team members ensuring compliance with regulatory and mandatory standards.

• Implement people policies to manage absence conduct and behavioural standards.

• Oversee adherence to company processes and procedures within agreed service levels. Analyse data and trend reporting.

• Be an SME on the customer journey and positively contribute to the teams customer outcomes via actions and remediation.

• Work with all areas of the business to support the needs of the team/department.

• Devoted to the FCA principle of Consumer Duty by ensuring we are driving good customer outcomes across all aspects of services that have potential to impact our customers.

What were looking for:

• Demonstrable experience in Contact Centre leadership with a talent for coaching mentoring and inspiring staff.

• Proven success in building and managing high-performing teams.

• Strong communication and presentation skills both written and verbal.

• Experience in managing key stakeholders both internal and external including attending client meetings to discuss performance.

• Time management/organisational skills ability to manage and prioritise workloads.

• Excellent knowledge of Word and Excel.

What we offer: At Intrum we offer not only a challenging and rewarding career but also:

• Lifestyle: A competitive salary and attractive benefits package including 33 days holidays including bank holidays upon commencement with the ability to buy more or sell back. You can participate in gadget schemes. Contributory workplace pension scheme. Additionally youll get an extra day to celebrate your birthday.

• Opportunities to grow: Youll receive training and coaching for your personal development/progression and employee recognition programmes to help you grow in your career.

• Health: Youll have access to private medical insurance life assurance and more.

• Wellbeing: Youll enjoy discounts on gym memberships cycle to work schemes and a 24/7 employee assistance programme. Youll also have sociable working hours and breakfast/ snacks provided in the office.

• Supportive open and value-driven culture: Ethics. Dedication. Solutions. Empathy. Our values arent just words hanging in the reception. They guide us all daily. Its what makes our culture inclusively open inspiringly supportive and rich in diverse perspectives. Its why Intrum is a natural home for people ready to make a difference. And its why people like you recognise this is the place to do just that.

How to apply:

If you are interested in this position and believe you have the right experience please send your English CV via the apply button. Are you curious and have some questions Youre welcome to contact our recruitment team for more information.

At Intrum we strive to create a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply.

If a person with disabilities is put at a disadvantage compared to a non-disabled person we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application you should contact Intrum Talent Acquisition team via as soon as possible before the closing date to discuss your needs.

About Intrum:

Intrum is the industry-leading provider of credit management services across 20 markets in Europe. By helping companies to get paid and support people with their late payments Intrum leads the way to a sound economy and plays a critical role in society at large.

Intrum has circa 10000 dedicated professionals who serve around 80000 companies across Europe.

At Intrum we consider everybody to be a leader. We lead ourselves when collaborate to meet the needs of our clients and customers. We are all accountable to our actions as well as trust and care for each other. This makes us all leaders independent of role or responsibility and this is reflected in our 3 leadership principles: Deliver Impact Inspire Trust and Embrace Growth.

We are an equal opportunities employer and authorised and regulated by the Financial Conduct Authority. We will conduct credit fraud criminal record right to work and reference checks as part of our pre-employment screening. You should not be bankrupt have any outstanding county court judgments on your credit file. You must not have excessive default balances and any outstanding debt will be considered on a case-by-case basis.

(Strictly No Recruitment Agencies Please)

Do you feel that you might be the right person Great! Apply now. Looking forward to hearing from you!