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It’s a hugely exciting time to join Shop Direct. We’ve transformed into a world class digital retailer centred behind two power brands, Very.co.uk and Littlewoods.com
Our success has been rewarded with a number of industry awards but we’re not resting on our laurels.
A key part of our success is our Customer Arrears Support Team. Our customers are at the heart of all that we do, and this team support our customers who have fallen into arrears, through industry leading advice and techniques to support our customers back into a secure position.
Part of our on-going transformation is about giving our customers a channel of choice. So if you have multi-channel/digital experience, this may be the role for you.
About the role
We are currently recruiting for a Team Manager in the Customer Arrears Support Team in our Aintree contact centre, to manage a team of 13 specialists, in our new multi-channel / digital team.
As a Team Manager you will have the responsibility for the direction and management of your specialists, using a Customer Centric approach while having the accountability for delivering operational policies that drive industry best practice.
To contribute to Shop Direct as a Purpose and Values led business – this will be achieved in part by the role holder developing their knowledge & skills in areas e.g. values, maximising performance, wellbeing and by ensuring plans are in place for engagement of their team and creating a culture where it is “safe to speak up.”
We are proud of our culture at Shop Direct and you will leading, coach and motivate your team on a daily basis.
Key Accountabilities of the team...
Monitor, analyse and drive the performance of the team, reporting on progress against targets, developing and implementing remedial action to ensure Departmental targets and service levels are achieved.
Leading and motivating the team ensuring morale and wellbeing are supported in a commercial way.
Coaching and development of the team, understanding and supporting strengths and weaknesses across the team.
Encouraging, giving and receiving of feedback in line with our company values.
Ownership of quality and KPIs for team, driving KPI performance across the team.
Ability to manage change in a positive way, able to work in an agile and fast paced working environment whereby 360 feedback is embraced.
Understanding of all regulatory requirements, with particular reference to FCA regulation and Treating Customers Fairly and their impact on processes which may drive complaints.
We’re looking for someone who either has previous experience in a similar role (digital experience would be an advantage) or is looking to take the next step up into a managerial career. Reporting to a Department Manager, you will have experience in a regulatory environment such as finance, financial services or insurance. You will have an excellent eye for detail and be used to working closely with Technology.
You will be quick thinking and able to offer the best solution to our customer based on their individual circumstances. You will be driven to deliver great service, in addition to following through with a solution until the customer is satisfied. You will be confident and comfortable in understanding the commercial reality of a range of solutions, in order to offer the correct information to the customer. You will be able to do this whilst also assessing the impact for Shop Direct and working within the regulatory guidelines.
You’ll be ambitious, target driven and possess first rate communication skills to manage your team to resolve complex cases in a right first-time approach. Highly computer and IT literate you will also be highly analytical and be able to see the commercial impact of the decisions you take.
Our Vision is to have a World Class Customer Arrears Support Team; you will be expected to play your part in achieving this.
Please note the working shift pattern;
Monday - Friday 1.30pm – 9pm
How to Apply...
This is a fantastic opportunity for a driven managerial professional to add value to our Customer Arrears
Support Team, working in a high performing and high-profile team within Shop Direct. If you are interested, please apply online.
If you are a current employee of Shop Direct, please apply via talent online after you have spoken with your manager about your application.
The Talent Acquisition Team at Shop Direct is managing this vacancy directly and will not be accepting CV’s sent by any recruitment agencies.
Please be advised, if successful in securing this position you will be required to undertake a credit, CIFAS and CRB check.