Customer Recovery Team Manager

The role

We’re looking for an Customer Recovery Team Manager to join our Financial Services team

As a Customer Recovery Team Manager you will be an integral part of the financial service family. Working closely with our customers and your colleagues you will deliver a solution focused approach to what can be challenging and complex situations. The ideal candidate will be bright, confident, and able to think on their feet with a truly customer focused approach.

What will you do as a Customer Recovery Team Manager at N Brown?

*        Manage the Day to day operational output for a multi-functional Financial service team.  (10 fte)

*        Weekly, monthly performance and business updates 

*        Delivery against company KPI and KRI’s

*        Knowledge of risk frameworks and regulations

*        Record keeping and MI maintenance

*        Outcome tracking, ensuring quality assurance for both internal and external teams.

*        Conduct performance reviews

*        Be competent in dealing of a number of diverse processes and procedures

*        Able to deliver change form a far

*        Mentor and develop team members both on and off shore.

*        Deliver correctional and directional feedback

*        Call out key opportunities for improvement and manage CI delivery.

*        People and HR delivery

*        Ensure N-brown process and procedures are adhered too and updated as and when required. 

*        Working Knowledge of: Customer service, Collections, Complaints handling best practice

*        A real team player

What skills and experience will you have?

*        Ability to lead in a regulated environment

*        Working of knowledge of regulations and governance structures across multiple areas.

*        Ability to operate and interact using multiple contact channels (Telephony, Written, Digital)

*        Driven with the ability to remain focused.

*        Problem solver

*        Solution focused

*        Ability to review and analyse information at a fast pace

*        Ability to remain controlled in a challenging environment

*        Ability to review and deploy corrective and directional feedback

*        Ability to multi task and prioritise individual and teams responsibilities.

*        Ability to lead independently with little supervision or support

*        Ability to make and maintain external relationships with key stakeholders outside of normal area of responsibility.

*        Open, honest, approachable, remaining buoyant in the face of adversity

*        Ability to deploy and monitor change

*        Competent user of PC applications including Microsoft Office, internet, and email

*        Ability to learn and embrace new systems

What’s in it for you?

*        24 days holiday (+ 8 bank holidays) with the option to buy an additional 10 days

*        Annual bonus scheme

*        Enhanced maternity and adoption leave

*        Company pension with up to 8% N Brown contribution

*        Mental Health support both internally and externally, including access to our wellbeing champions and counselling services

*        A range of financial wellbeing support

*        Colleague discount across all N Brown brands

*        Onsite café with subsidised rates and local restaurant discounts!

*        Life Assurance and Private Medical Insurance

*        Paid volunteer time – all our colleagues can take a full day paid to volunteer for a charity of their choice

N Brown – who we are and why work for us?

At N Brown, we’re committed to building a diverse workforce and creating an inclusive environment that values equality for all. Our vision is that by ‘championing inclusion, we’ll become the most loved and trusted fashion retailer’. Diversity, Equity, Inclusion and Belonging are, therefore, at the heart of our culture.

We’re a forward-thinking digital retailer with a financial services proposition to be proud of. We’re customer-obsessed, serving them through three core brands: JD Williams, Simply Be, and Jacamo. We’re experienced, with over 160 years of trading under our belt. We’re inclusive, as we believe in fashion without boundaries; and we’re sustainable, striving to make as little impact on the planet as possible.

In May 2024 we were delighted to be named one of The Sunday Times Best Places to Work 2024. We work hard to create a happy and inclusive culture for everyone and we’re so proud to have made this list - as voted for by our very own colleagues!

Ways of Working

Our Head Office is located in the Northern Quarter in Manchester City Centre. So if you are travelling by train, tram or bus we’re perfectly located, plus we’re surrounded by cool cafes, trendy bars and the best places to eat!

Our promise to you:

We’re an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

What happens when you apply to a role at N Brown?

As soon as we receive your application, we’ll send you an email to let you know. We always aim to come back to you as soon as possible with an update and we really appreciate you taking the time to apply for a role with us. Good luck!