The London Mint Office
Newcastle Upon Tyne, Tyne And Wear
Job Description: Sales Advisor Full Time £26,000 per annum (+ £500 per month OTE) Outbound Sales Agents We re looking for passionate, motivated individuals who take real pride in their work to join our outbound sales team. You ll be contacting former and existing customers to reignite their excitement and passion for our products. Your role is all about building genuine connections using your personality to engage, listen, and explore what makes our customers love collecting. We want people who naturally enjoy conversation and can make every call feel personal and meaningful. While sales experience is great, it s not essential if you can hold a great conversation, build rapport easily, and bring energy to every interaction, we d still love to hear from you! What You ll Do Make outbound calls to existing and previous customers Build genuine relationships through engaging conversations Reintroduce customers to our latest collectables and offers Listen carefully to customer interests to match them with the right products Achieve individual and team sales targets in a supportive environment Where You ll Be Working Where You ll Be Working at Arden House, Regent Centre, Newcastle Upon-Tyne. Very accessible with great transport links via bus and metro. About The London Mint Office Newcastle The London Mint Office is one of Europe s leading collectable coin and memorabilia specialists, helping customers celebrate history through beautifully crafted collections. With almost 20 years of experience, we re expanding our operations and are excited to welcome Newcastle as our second contact centre. Fully Flexxy Working Work Around Your Life We believe in creating a genuine work life balance. Once you ve graduated from our Sales Academy (1 3 months), you ll have full control over when you work. Need to start later for the school run? Want to hit the gym midday? Prefer a four-day week? With us, that s all in your control. We want people who want to work with us and we believe the best way to do that is by giving you the freedom to enjoy your life. Dedicate yourself when you re at work, but never miss out on the moments that matter most. Please note: During training and academy, you ll be required to work a rotational shift covering our operational hours of 9am 8pm (Monday to Friday) and 10am 4pm (Saturday). What We Offer Paid Training we invest in your development from day one £26,000 basic salary + OTE £500 per month (uncapped commission) Daily, weekly, and monthly incentives to keep things exciting Free on-site parking (limited spaces available) Dedicated Team Leader to coach, mentor, and support you Fully Flexxy Shifts you choose when and how you work Contract Permanent, full-time (with flexible scheduling once trained) If you re someone who loves people, thrives on great conversations, and takes pride in every call this is your chance to join a team that values passion, balance, and individuality. We re proud to be an equal opportunities employer we celebrate individuality and welcome applications from all backgrounds. Apply now! For further information, contact: (url removed)
Dec 12, 2025
Full time
Job Description: Sales Advisor Full Time £26,000 per annum (+ £500 per month OTE) Outbound Sales Agents We re looking for passionate, motivated individuals who take real pride in their work to join our outbound sales team. You ll be contacting former and existing customers to reignite their excitement and passion for our products. Your role is all about building genuine connections using your personality to engage, listen, and explore what makes our customers love collecting. We want people who naturally enjoy conversation and can make every call feel personal and meaningful. While sales experience is great, it s not essential if you can hold a great conversation, build rapport easily, and bring energy to every interaction, we d still love to hear from you! What You ll Do Make outbound calls to existing and previous customers Build genuine relationships through engaging conversations Reintroduce customers to our latest collectables and offers Listen carefully to customer interests to match them with the right products Achieve individual and team sales targets in a supportive environment Where You ll Be Working Where You ll Be Working at Arden House, Regent Centre, Newcastle Upon-Tyne. Very accessible with great transport links via bus and metro. About The London Mint Office Newcastle The London Mint Office is one of Europe s leading collectable coin and memorabilia specialists, helping customers celebrate history through beautifully crafted collections. With almost 20 years of experience, we re expanding our operations and are excited to welcome Newcastle as our second contact centre. Fully Flexxy Working Work Around Your Life We believe in creating a genuine work life balance. Once you ve graduated from our Sales Academy (1 3 months), you ll have full control over when you work. Need to start later for the school run? Want to hit the gym midday? Prefer a four-day week? With us, that s all in your control. We want people who want to work with us and we believe the best way to do that is by giving you the freedom to enjoy your life. Dedicate yourself when you re at work, but never miss out on the moments that matter most. Please note: During training and academy, you ll be required to work a rotational shift covering our operational hours of 9am 8pm (Monday to Friday) and 10am 4pm (Saturday). What We Offer Paid Training we invest in your development from day one £26,000 basic salary + OTE £500 per month (uncapped commission) Daily, weekly, and monthly incentives to keep things exciting Free on-site parking (limited spaces available) Dedicated Team Leader to coach, mentor, and support you Fully Flexxy Shifts you choose when and how you work Contract Permanent, full-time (with flexible scheduling once trained) If you re someone who loves people, thrives on great conversations, and takes pride in every call this is your chance to join a team that values passion, balance, and individuality. We re proud to be an equal opportunities employer we celebrate individuality and welcome applications from all backgrounds. Apply now! For further information, contact: (url removed)
Job Title Client Project Manager Location SW8 4AL, London Terms Full-time, Permanent Salary £32,000 - £40,000 (Basic) + Uncapped Bonus Hours Monday - Friday, 8:00am - 5:00pm Why Join Optimal? Optimal Maintenance & Construction is a high-growth property maintenance and refurbishment company, delivering responsive and planned works to a range of clients including estate agents, housing associations, and private landlords. Our mission is to simplify property maintenance by combining operational excellence with first-class customer service. We are a results-focused business, driven by excellence, innovation, and growth. If you are a motivated, commercially minded individual who thrives in a fast-paced, target-driven environment then this is the place for you. We want high performers who want to be part of something big. If you thrive on ownership, speed, and results-we want to hear from you! Benefits Competitive base salary with uncapped bonus scheme Profit-Sharing scheme 20 Days Annual Leave + Bank Holidays Private gym access Career progression (UK & Dubai) Company events & incentives Pension scheme High-Performance, collaborative culture The Role The Client Project Manager is an end-to-end client delivery role-responsible for winning work, managing relationships, quoting/surveying jobs, booking engineers, project managing jobs, and ensuring payment. This is a commercially focused role that blends sales, account management, quoting, and operational coordination into one powerful position. You'll be measured by revenue growth, quote conversion, project delivery quality, and cash collection. Key Responsibilities Client Acquisition & Growth Identify and win new clients through outbound engagement, referrals, and networking Convert inbound leads into retained accounts with ongoing project pipelines Build and maintain strong relationships to increase repeat business Track and report on client revenue performance Quoting & Estimating Attend site visits or coordinate engineer attendance for quote scoping Write and issue clear, itemised, step-by-step quotes using CRM system Liaise with suppliers and subcontractors to ensure cost competitiveness Follow up on outstanding quotes to improve conversion rates Job Booking & Delivery Schedule jobs in the CRM ensuring correct trade, geography, and availability Issue clear work orders to engineers or supply chain with all necessary info Coordinate materials, access arrangements, and client communications Monitor progress, track status, and ensure jobs are completed to a high standard Project Oversight & Client Reporting Act as single point of contact for the client throughout the job lifecycle Conduct quality checks (photos, feedback, completion verification) Resolve issues proactively and escalate where necessary Provide job summaries and updates to clients as required Invoicing & Payment Collection Ensure jobs are invoiced within 24 hours of completion Chase client payments and resolve billing queries Track project profitability and payment cycles Performance Management Hit weekly and monthly KPIs: revenue, jobs booked, quote turnaround, and collections Participate in daily stand-ups and report performance metrics Continuously seek ways to improve speed, accuracy, and customer experience Please note that this list of tasks and responsibilities is not exhaustive, the post holder may undertake other duties as required. What We Are Looking For Experience in Construction & Refurbishment: Background in property maintenance, residential/commercial refurbishments, or construction-ideally in roles such as Project Manager, Estimator, Quantity Surveyor, or similar. Industry Knowledge: Strong understanding of how building services operate-from quoting to project delivery-and a clear grasp of trade workflows and client expectations. Commercially Driven: Confident managing project costs, quoting for works, and driving revenue through proactive client management. Excellent Communicator: Able to communicate clearly and professionally with clients, suppliers, subcontractors, and internal teams-both in writing and over the phone. Highly Organised: Skilled at juggling multiple projects, quotes, and job schedules with accuracy and attention to detail. Tech-Savvy: Comfortable using CRM systems, scheduling platforms, and Microsoft 365 to track and manage your workflow. Calm Under Pressure: Able to prioritise effectively and keep things moving even when deadlines are tight or issues arise. Ownership Mentality: A proactive self-starter who takes full responsibility for outcomes and looks for ways to improve processes and performance. What We Offer Competitive salary with uncapped performance-based bonuses Profit-sharing scheme Private gym access Career progression, including opportunities to join our Dubai team Collaborative and supportive culture that rewards performance Pension scheme and 20 days annual leave + bank holidays About Us Optimal Maintenance & Construction is part of the Optimal Group, a fast-growing, multi-division property solutions company offering end-to-end services across the UK and the Middle East. We specialise in property maintenance, refurbishment, and construction for residential and commercial clients. Our culture is built on performance, accountability, and results, underpinned by values of: Teamwork - Respect - Trust - Innovation - Expertise - Performance How to Apply Ready to join a company where your performance drives your success? Apply today by submitting your CV and a cover letter outlining why you're the right fit for this role.
Dec 12, 2025
Full time
Job Title Client Project Manager Location SW8 4AL, London Terms Full-time, Permanent Salary £32,000 - £40,000 (Basic) + Uncapped Bonus Hours Monday - Friday, 8:00am - 5:00pm Why Join Optimal? Optimal Maintenance & Construction is a high-growth property maintenance and refurbishment company, delivering responsive and planned works to a range of clients including estate agents, housing associations, and private landlords. Our mission is to simplify property maintenance by combining operational excellence with first-class customer service. We are a results-focused business, driven by excellence, innovation, and growth. If you are a motivated, commercially minded individual who thrives in a fast-paced, target-driven environment then this is the place for you. We want high performers who want to be part of something big. If you thrive on ownership, speed, and results-we want to hear from you! Benefits Competitive base salary with uncapped bonus scheme Profit-Sharing scheme 20 Days Annual Leave + Bank Holidays Private gym access Career progression (UK & Dubai) Company events & incentives Pension scheme High-Performance, collaborative culture The Role The Client Project Manager is an end-to-end client delivery role-responsible for winning work, managing relationships, quoting/surveying jobs, booking engineers, project managing jobs, and ensuring payment. This is a commercially focused role that blends sales, account management, quoting, and operational coordination into one powerful position. You'll be measured by revenue growth, quote conversion, project delivery quality, and cash collection. Key Responsibilities Client Acquisition & Growth Identify and win new clients through outbound engagement, referrals, and networking Convert inbound leads into retained accounts with ongoing project pipelines Build and maintain strong relationships to increase repeat business Track and report on client revenue performance Quoting & Estimating Attend site visits or coordinate engineer attendance for quote scoping Write and issue clear, itemised, step-by-step quotes using CRM system Liaise with suppliers and subcontractors to ensure cost competitiveness Follow up on outstanding quotes to improve conversion rates Job Booking & Delivery Schedule jobs in the CRM ensuring correct trade, geography, and availability Issue clear work orders to engineers or supply chain with all necessary info Coordinate materials, access arrangements, and client communications Monitor progress, track status, and ensure jobs are completed to a high standard Project Oversight & Client Reporting Act as single point of contact for the client throughout the job lifecycle Conduct quality checks (photos, feedback, completion verification) Resolve issues proactively and escalate where necessary Provide job summaries and updates to clients as required Invoicing & Payment Collection Ensure jobs are invoiced within 24 hours of completion Chase client payments and resolve billing queries Track project profitability and payment cycles Performance Management Hit weekly and monthly KPIs: revenue, jobs booked, quote turnaround, and collections Participate in daily stand-ups and report performance metrics Continuously seek ways to improve speed, accuracy, and customer experience Please note that this list of tasks and responsibilities is not exhaustive, the post holder may undertake other duties as required. What We Are Looking For Experience in Construction & Refurbishment: Background in property maintenance, residential/commercial refurbishments, or construction-ideally in roles such as Project Manager, Estimator, Quantity Surveyor, or similar. Industry Knowledge: Strong understanding of how building services operate-from quoting to project delivery-and a clear grasp of trade workflows and client expectations. Commercially Driven: Confident managing project costs, quoting for works, and driving revenue through proactive client management. Excellent Communicator: Able to communicate clearly and professionally with clients, suppliers, subcontractors, and internal teams-both in writing and over the phone. Highly Organised: Skilled at juggling multiple projects, quotes, and job schedules with accuracy and attention to detail. Tech-Savvy: Comfortable using CRM systems, scheduling platforms, and Microsoft 365 to track and manage your workflow. Calm Under Pressure: Able to prioritise effectively and keep things moving even when deadlines are tight or issues arise. Ownership Mentality: A proactive self-starter who takes full responsibility for outcomes and looks for ways to improve processes and performance. What We Offer Competitive salary with uncapped performance-based bonuses Profit-sharing scheme Private gym access Career progression, including opportunities to join our Dubai team Collaborative and supportive culture that rewards performance Pension scheme and 20 days annual leave + bank holidays About Us Optimal Maintenance & Construction is part of the Optimal Group, a fast-growing, multi-division property solutions company offering end-to-end services across the UK and the Middle East. We specialise in property maintenance, refurbishment, and construction for residential and commercial clients. Our culture is built on performance, accountability, and results, underpinned by values of: Teamwork - Respect - Trust - Innovation - Expertise - Performance How to Apply Ready to join a company where your performance drives your success? Apply today by submitting your CV and a cover letter outlining why you're the right fit for this role.
James Andrews Recruitment Solutions
Coventry, Warwickshire
We are proud to be partnering with an award-winning organisation, who are looking to appoint a Collections & Recovery Agent on a permanent basis. This will be a full-time position based in Coventry , with hybrid working policy ( 2 days per week in the office ) and a salary of up to £30,000 click apply for full job details
Dec 11, 2025
Full time
We are proud to be partnering with an award-winning organisation, who are looking to appoint a Collections & Recovery Agent on a permanent basis. This will be a full-time position based in Coventry , with hybrid working policy ( 2 days per week in the office ) and a salary of up to £30,000 click apply for full job details
Mpeople Recruitment North West
Rochdale, Lancashire
Mpeople Recruitment are currently seeking an experienced Recoveries / Collections Agent on behalf of our well-established client in Rochdale . Location: Rochdale (OL16) Hours of work: 08.30-17.30, Monday to Friday Salary: 26,000 - 30,000 per annum dependent on experience Benefits: Opportunity for progression, regular team building events and team nights out, & a modern chill out area within the office for people to utilise on their breaks Our client are a reputable Road Traffic Accident Management Company that have been established for over 10 years. The businesses main focus is credit hire and repair. The company has an extensive fleet of vehicles to hire to victims of non fault road traffic accidents and then to recover the costs for this service from the at-fault insurance companies. Our client are able to offer a full accident management package to each customer, and pride themselves in providing excellent customer service to their clients, from the moment they are involved in an accident to the return of their repaired vehicle and then recovery of all associated losses. Duties will include: Negotiating settlement of credit hire, credit repair, storage & recovery and other uninsured losses directly with the at fault insurer/solicitor. Investigating and resolving liability and quantum disputes. Instructing/liaising with clients solicitors, referrers & insurers Processing payments/incoming post/telephone calls The successful candidate will have their own caseload to manage of up to 300 claims. The required traits, skills, and background: Credit hire experience preferred but not essential Confident negotiator Strong organisational skills with the ability to multi-task and the ability to prioritise workload effectively. Attention to detail and problem solving Knowledge of the ABI GTA and motor accident claims preferred but not essential. Proficiency in MS Office required, experience of Pro Claim system preferred but not essential Please note that Mpeople Recruitment cannot always respond to all applicants due to the high volume of CV's received on a daily basis. Should you not receive a response within 5 working days please accept this as not been successful. Mpeople wish you all the best in your job search
Dec 11, 2025
Full time
Mpeople Recruitment are currently seeking an experienced Recoveries / Collections Agent on behalf of our well-established client in Rochdale . Location: Rochdale (OL16) Hours of work: 08.30-17.30, Monday to Friday Salary: 26,000 - 30,000 per annum dependent on experience Benefits: Opportunity for progression, regular team building events and team nights out, & a modern chill out area within the office for people to utilise on their breaks Our client are a reputable Road Traffic Accident Management Company that have been established for over 10 years. The businesses main focus is credit hire and repair. The company has an extensive fleet of vehicles to hire to victims of non fault road traffic accidents and then to recover the costs for this service from the at-fault insurance companies. Our client are able to offer a full accident management package to each customer, and pride themselves in providing excellent customer service to their clients, from the moment they are involved in an accident to the return of their repaired vehicle and then recovery of all associated losses. Duties will include: Negotiating settlement of credit hire, credit repair, storage & recovery and other uninsured losses directly with the at fault insurer/solicitor. Investigating and resolving liability and quantum disputes. Instructing/liaising with clients solicitors, referrers & insurers Processing payments/incoming post/telephone calls The successful candidate will have their own caseload to manage of up to 300 claims. The required traits, skills, and background: Credit hire experience preferred but not essential Confident negotiator Strong organisational skills with the ability to multi-task and the ability to prioritise workload effectively. Attention to detail and problem solving Knowledge of the ABI GTA and motor accident claims preferred but not essential. Proficiency in MS Office required, experience of Pro Claim system preferred but not essential Please note that Mpeople Recruitment cannot always respond to all applicants due to the high volume of CV's received on a daily basis. Should you not receive a response within 5 working days please accept this as not been successful. Mpeople wish you all the best in your job search
SCUK Financial Support Senior Manager (S4) - Operational DeliveryCountry: United KingdomSantander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the United Kingdom.We are now looking for a Financial Support Senior Manager - Operational DeliveryReporting to the Head of the Financial Support Business Unit, the Senior Manager for Operational Delivery holds accountability for the end-to-end delivery of all Collections & Recoveries services across the Financial Support Business Unit.The role is responsible for leading a large, multi-layered operational team and external partners to deliver high-quality, compliant and efficient outcomes for customers experiencing financial difficulty. This includes oversight of the contact centre performance, delivery of Service Level Agreements (SLAs) across internal teams and external service providers, cost efficiency and customer experience.The role ensures the effective management and governance of third-party suppliers, including regular performance reviews, risk and compliance monitoring and continuous improvement in supplier results and service delivery.Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.Interviews will take place in January 2026. Responsibilities will include: Provide leadership and direction across all Financial Support Business Unit operational channels, including customer contact centres, digital and self-service capabilities, DCA, Asset Recovery Partners, Pre-litigation and Litigation Define, monitor and deliver against SLAs for both internal teams and external service providers, ensuring consistently high standards of performance and customer experience Lead, motivate and develop a large operational workforce across multiple channels and providers, ensuring engagement, capability and performance maximisation Build and embed a high-performance culture of empowerment and accountability that promotes customer focus, inclusion and operational excellence Champion leadership development, career progression and succession planning across the Financial Support Business Unit's operational channels Lead data-driven performance management, using insights and analytics to track results, identify trends and drive targeted intervention Ensure business continuity, operational resilience and adherence to agreed turnaround times, capacity plans and resource utilisation Oversee resource forecasting, capacity planning and workflow management to optimise efficiency and responsiveness within the contact centre and supplier network Monitor and evaluate performance trends, applying data and insights to drive improvements in productivity, quality and customer experience Build operational resilience by continuously reviewing processes, systems and contingency arrangements to safeguard service continuity and performance stability Ensure all customer interactions are managed with empathy, fairness and transparency in line with regulatory expectations and company values Champion continuous improvement in customer journey design, leveraging customer feedback and operational data to identify and address root causes of dissatisfaction Ensure vulnerability management principles are embedded into all Financial Support Business Unit operational activities, ensuring customers in financial difficulty receive the right level of support Partner with the Strategy, Change & Control team to ensure customer outcomes are measured, monitored and improved across internal and external service delivery Conduct regular supplier reviews and performance evaluations, ensuring SLAs, KPIs and outcome targets are consistently achieved or exceeded Lead continuous improvement initiatives with suppliers to drive efficiency, improve recovery rates and deliver fair and sustainable customer outcomes Provide senior ownership of first-line risk across the Financial Support Business Unit, ensuring effective identification, assessment and management Partner with Line 2 Risk Oversight to ensure transparent governance, timely escalation and effective remediation of findings Champion a strong Risk-Pro culture, promoting risk identification and accountability across all activities Adhering to our commitment to Consumer Duty ensuring we put our customers' needs first and set higher and clearer standards of consumer protection What we're looking for: Extensive and demonstratable experience leading a Collections & Recoveries team within a regulated financial services environment, delivering strong performance, compliance and customer outcomes Demonstratable experiencing in managing an operational function, including contact centre environments, driving performance against SLAs and customer outcomes Proven understanding of all Financial Support, Field, Legal and Forbearance processes, including performance optimisation, customer outcomes and regulatory compliance Strong experience in managing external partners such as Debt Collection Agencies DCAs, Asset Recovery Agents and Legal Service providers Skilled in implementing third-party governance frameworks, conducting regular performance reviews and driving supplier accountability and results Expertise in capacity planning, forecasting, workflow optimisation and resource management to ensure consistent service delivery and efficiency Strong working knowledge of relevant regulatory frameworks including FCA Consumer Duty, Consumer Credit Sourcebook (CONC), Treating Customer Fairly (TCF) and GDPR, with the ability to apply these across the Financial Support Business Unit's operational teams, customer interactions and external partners Ability to engage, challenge and influence senior leaders and external partners to drive decision-making and ensure alignment of strategy and governance Understanding of operational resilience principles, with experience driving continuous improvement, efficiency and adaptability across a Collections & Recoveries team Strong analytical capability with experience using MI and data-driven insights to monitor trends, evaluate performance and drive decision-making Demonstrated experience building and leading high-performing teams, fostering a culture of accountability, professional growth and wellbeing Proven experience of interacting with Executive Directors and Board Members on equal terms We have a range of benefits available which include: Competitive salary dependent on experience 30 days holiday per annum, plus bank holidays Annual bonus based on personal and company performance Car allowance Private medical cover Generous pension contributions Employee assistance programme Sharesave scheme Gym passes at a reduced rate for 3,000 gyms, leisure centres etc Inclusion At Santander we're creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.Should you want to be considered for part time hours, please let us know and we can assess your requirements. What are the next steps: If you are interested in this role and believe you have the skills, experience, and knowledge then we'd love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.
Dec 10, 2025
Full time
SCUK Financial Support Senior Manager (S4) - Operational DeliveryCountry: United KingdomSantander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the United Kingdom.We are now looking for a Financial Support Senior Manager - Operational DeliveryReporting to the Head of the Financial Support Business Unit, the Senior Manager for Operational Delivery holds accountability for the end-to-end delivery of all Collections & Recoveries services across the Financial Support Business Unit.The role is responsible for leading a large, multi-layered operational team and external partners to deliver high-quality, compliant and efficient outcomes for customers experiencing financial difficulty. This includes oversight of the contact centre performance, delivery of Service Level Agreements (SLAs) across internal teams and external service providers, cost efficiency and customer experience.The role ensures the effective management and governance of third-party suppliers, including regular performance reviews, risk and compliance monitoring and continuous improvement in supplier results and service delivery.Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.Interviews will take place in January 2026. Responsibilities will include: Provide leadership and direction across all Financial Support Business Unit operational channels, including customer contact centres, digital and self-service capabilities, DCA, Asset Recovery Partners, Pre-litigation and Litigation Define, monitor and deliver against SLAs for both internal teams and external service providers, ensuring consistently high standards of performance and customer experience Lead, motivate and develop a large operational workforce across multiple channels and providers, ensuring engagement, capability and performance maximisation Build and embed a high-performance culture of empowerment and accountability that promotes customer focus, inclusion and operational excellence Champion leadership development, career progression and succession planning across the Financial Support Business Unit's operational channels Lead data-driven performance management, using insights and analytics to track results, identify trends and drive targeted intervention Ensure business continuity, operational resilience and adherence to agreed turnaround times, capacity plans and resource utilisation Oversee resource forecasting, capacity planning and workflow management to optimise efficiency and responsiveness within the contact centre and supplier network Monitor and evaluate performance trends, applying data and insights to drive improvements in productivity, quality and customer experience Build operational resilience by continuously reviewing processes, systems and contingency arrangements to safeguard service continuity and performance stability Ensure all customer interactions are managed with empathy, fairness and transparency in line with regulatory expectations and company values Champion continuous improvement in customer journey design, leveraging customer feedback and operational data to identify and address root causes of dissatisfaction Ensure vulnerability management principles are embedded into all Financial Support Business Unit operational activities, ensuring customers in financial difficulty receive the right level of support Partner with the Strategy, Change & Control team to ensure customer outcomes are measured, monitored and improved across internal and external service delivery Conduct regular supplier reviews and performance evaluations, ensuring SLAs, KPIs and outcome targets are consistently achieved or exceeded Lead continuous improvement initiatives with suppliers to drive efficiency, improve recovery rates and deliver fair and sustainable customer outcomes Provide senior ownership of first-line risk across the Financial Support Business Unit, ensuring effective identification, assessment and management Partner with Line 2 Risk Oversight to ensure transparent governance, timely escalation and effective remediation of findings Champion a strong Risk-Pro culture, promoting risk identification and accountability across all activities Adhering to our commitment to Consumer Duty ensuring we put our customers' needs first and set higher and clearer standards of consumer protection What we're looking for: Extensive and demonstratable experience leading a Collections & Recoveries team within a regulated financial services environment, delivering strong performance, compliance and customer outcomes Demonstratable experiencing in managing an operational function, including contact centre environments, driving performance against SLAs and customer outcomes Proven understanding of all Financial Support, Field, Legal and Forbearance processes, including performance optimisation, customer outcomes and regulatory compliance Strong experience in managing external partners such as Debt Collection Agencies DCAs, Asset Recovery Agents and Legal Service providers Skilled in implementing third-party governance frameworks, conducting regular performance reviews and driving supplier accountability and results Expertise in capacity planning, forecasting, workflow optimisation and resource management to ensure consistent service delivery and efficiency Strong working knowledge of relevant regulatory frameworks including FCA Consumer Duty, Consumer Credit Sourcebook (CONC), Treating Customer Fairly (TCF) and GDPR, with the ability to apply these across the Financial Support Business Unit's operational teams, customer interactions and external partners Ability to engage, challenge and influence senior leaders and external partners to drive decision-making and ensure alignment of strategy and governance Understanding of operational resilience principles, with experience driving continuous improvement, efficiency and adaptability across a Collections & Recoveries team Strong analytical capability with experience using MI and data-driven insights to monitor trends, evaluate performance and drive decision-making Demonstrated experience building and leading high-performing teams, fostering a culture of accountability, professional growth and wellbeing Proven experience of interacting with Executive Directors and Board Members on equal terms We have a range of benefits available which include: Competitive salary dependent on experience 30 days holiday per annum, plus bank holidays Annual bonus based on personal and company performance Car allowance Private medical cover Generous pension contributions Employee assistance programme Sharesave scheme Gym passes at a reduced rate for 3,000 gyms, leisure centres etc Inclusion At Santander we're creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.Should you want to be considered for part time hours, please let us know and we can assess your requirements. What are the next steps: If you are interested in this role and believe you have the skills, experience, and knowledge then we'd love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.
If you are from a Customer Services, Sales, Retail, Estate Agents, Recruitment, Finance, Telesales, Complaint Handling background we would love to hear from you as you may have the transferable skills we are looking for! We are looking for a number of Collection Account Managers to join a friendly team in the heart of Truro to work with some new Commercial Clients! Join a company with great earnin click apply for full job details
Dec 09, 2025
Full time
If you are from a Customer Services, Sales, Retail, Estate Agents, Recruitment, Finance, Telesales, Complaint Handling background we would love to hear from you as you may have the transferable skills we are looking for! We are looking for a number of Collection Account Managers to join a friendly team in the heart of Truro to work with some new Commercial Clients! Join a company with great earnin click apply for full job details
